E-Commerce Customer Care Specialist

THE SWATCH GROUP TURKEY SAAT TİC.LTD.ŞTİ.

Swatch Group is the world's number one manufacturer of finished watches. With its 17 watch brands, the Group is present in all price segments, and is also active in the manufacture and sale of jewelry, watch movements and components.

Swatch Group unites, among other companies, the following watch brands under its roof: Breguet, Harry Winston, Blancpain, Glashütte Original, Jaquet Droz, Léon Hatot, Omega, Longines, Rado, Union Glashütte, Tissot, Balmain, Certina, Mido, Hamilton, Swatch and Flik Flak. The Group has a strong distribution and multi-brand retail net with two sophisticated boutiques under the name of Tourbillon and Hour Passion. Swatch Group is also an important player in advanced nanomechanical, nanoelectronic and Bluetooth technologies essential to watchmaking and other industries.

Responsibilities

• Provide “Best in Class” Customer Care by managing complaints/requests via e-mails, calls, online forms. 
• High ability to identify and assess clients’ needs to achieve “customer satisfaction” and “customer loyalty” for e-commerce operation. 
•  Resolve customer requirements by clarifying customer feedback and complaints; determining the cause of the concern; expediting correction and adjustment; following up to ensure solution to the customer’s satisfaction per company procedures and standards. 
•  Provide accurate, valid and complete information to our clients by using the right methods/tools. 
• Ability to analyze and recommend modification to operational work flows and procedures - Close cooperation with other departments to ensure high service level of daily duties and requests 

•  University Degree; MBA is an asset. - 2-3 years of experience in Customer Service and/or Operations oriented roles in retail or other sectors. 
•  MS Office Programs knowledge (SAP is a plus) - English required. - Analytical, communication and problem solving skills 
• High level reporting abilities - Customer-oriented, high-ability to cope with stress and challenging cases 
• Continual positive attitude, fostering teamwork.