LVMH - TAG Heuer Connected Watch Customer Service Specialist UK

Job description

Company : ASS W&J UK
Business group : Watches & Jewelry
Based in Manchester, M28
Monday
- Friday office hours, competitive salary and benefits package.
Applicants must have the right to work in the UK.
Please apply with a CV and cover letter stating your current salary.
TAG Heuer are looking to recruit a Customer Service Specialist to provide a dedicated and highly professional service for Connected (smart) watch clients in the UK. You will be responsible for managing communication with end clients and trade partners to effectively resolve queries from start to finish, provide technical support and carry out software testing. We are looking for someone with the relevant skills or background to become an in-house product specialist who is also able to provide clients with a focused, luxury and innovative service in line with TAG Heuer brand values.
Role:
- To offer a customer focused, luxury, innovative service to the TAG Heuer Connected watch clients
- Build strong communication channels with end clients and trade partners
- Register timepieces into our in house system, carry out relevant tests then generate accurate and detailed repair information

Desired profile

Experience required : Minimum 2 years
Duties and Responsibilities:   
- To provide fast paced, quality communication relating to the TAG Heuer Connected watch
- Call consumers to discuss their requests and offer a solution that makes the client feel unique and valued
- Provide customers with accurate technical information and advice regarding the connected watch
- Conduct relevant tests to determine how the watch is functioning and determine if there is an issue
- Offer solutions and if appropriate correct any issues found
- Proactively deal with customer dissatisfaction in line with brand ethos and values
- Work closely with internal departments, TAG Heuer headquarters and third party companies to obtain information to respond to client requests
- Effectively use in-house database and systems to process customer repairs and provide information
- Effectively prioritise work load to effectively deliver results and escalate queries when necessary
- Build effective relationships with clients and retailers
- Work to a standard of excellence, meeting determined deadlines and Service Line Agreements
- Develop and maintain product and systems knowledge including attending training sessions
- Oversee the watches being returned to Headquarters
- Develop technical brand knowledge and seek additional technical support where required to effectively respond to client enquiries
- Support areas within the Customer Service team when required
Qualification, Experience and Skills Required:
 
Education:
- GCSE, A Level or NVQ qualifications
 
Professional Experience:
- Knowledge of and ability to use various computer and telephone systems
- Experience of working with software: Android, iOS
- Experience in customer focused role
- Previous experience working with wearable devices (preferable)
Profile:
- Excellent verbal and written communication skills
- To demonstrate a passion for technology/wearable devices
- Ability to prioritise and plan own workload
- Ability to respond positively and proactively to customer complaints and queries in a professional manner
- Able to remain calm, whilst working at a fast pace with a high degree of accuracy and attention to detail
- Flexibility to work to challenging, changing deadlines and work as part of a team
- Knowledge of brand values and luxury service
- Demonstrate an attitude of professionalism, conscientiousness and reliability