Longines Customer Care Advisor

• To deliver exceptional customer service, ensuring every customer interaction embodies the values of the brand
• Manage customer enquiries and complaints, aiming for first-contact resolution while building strong relationships with customers
• Provide high-quality information, advice, and guidance to customers through a range of channels including phone calls and emails, resolving queries at the first point of contact
• Proactively reach out to customers to address potential issues before they escalate, ensuring a seamless and positive experience
• Handle and follow up on customer complaints and enquiries in a professional, timely, and responsive manner
• Ensure complaints are resolved in a customer-focused manner, adhering to agreed service standards, while maintaining the integrity and reputation of Longines
• Comply with Service Level Agreements (SLAs) ensuring efficient and effective service delivery
• Develop into an integral member of the team, promoting clear and open communication between colleagues and customers
• Continuously enhance your knowledge of Longines products, services, and internal procedures/policies to offer accurate and informed assistance to customers

• Exceptional written and verbal communications skills
• Ability to build strong rapport with customers, using empathy to ensure exceptional service
• A proactive and positive approach with the ability to anticipate customer needs, make decisions and resolve issues independently
• Ability to maintain accuracy, professionalism and make decisions whilst working under pressure
• Excellent time management skills and able to effectively prioritise workload
• Skilled in conflict management and having challenging conversations
• Strong IT skills and proficient with Microsoft Office programmes
• Demonstrable customer service and complaint handling experience
• 5 GCSE including Maths and English (or equivalent)

Experience using CRM and/or SAP