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The Swatch Group is today the largest manufacturer and distributor of finished watches in the world.  The Group includes a number of famous brands such as Breguet, Blancpain, Jaquet Droz, Glashütte-Original, Omega, Longines, Rado, Tissot, Calvin Klein, Certina, Mido, Hamilton, Pierre Balmain, Swatch and Flik Flak .  In addition, The Swatch Group benefits from the strongest industrial base in the watch industry with divisions such as ETA, Comadur, Frederic Piguet, DYB, etc. contributing greatly to our Group’s success.  The Group employs over 34,000 employees worldwide with an annual sales turnover of over 8 billion Swiss francs.         

The Swatch Group (Hong Kong) Limited (“SGHK”) is a wholly owned subsidiary company of The Swatch Group.  When you join the SGHK, you have become part of a worldwide organization committed to providing excellent services to its customers and business partners. We offer attractive remuneration package & benefits to the right candidate.

The Swatch Group (Hong Kong) Limited is seeking for high caliber candidate for the following position. For Interested candidates, please send your application letter & resume with current & expected salary to the HR Manager, 10/F, Kerry Centre, 683 King's Road, Quarry Bay, Hong Kong or via email: [email protected] or fax at 28071015.

The Swatch Group is today the largest manufacturer and distributor of finished watches in the world. The Group includes a number of famous brands such as Breguet, Blancpain, Jaquet Droz, Glashütte-Original, Omega, Longines, Rado, Tissot, Calvin Klein, Certina, Mido, Hamilton, Pierre Balmain, Swatch...

The Swatch Group is today the largest manufacturer and distributor of finished watches in the world.  The Group includes a number of famous brands such as Breguet, Blancpain, Jaquet Droz, Glashütte-Original, Omega, Longines, Rado, Tissot, Calvin Klein, Certina, Mido, Hamilton, Pierre Balmain, Swatch and Flik Flak .  In addition, The Swatch Group benefits from the strongest industrial base in the watch industry with divisions such as ETA, Comadur, Frederic Piguet, DYB, etc. contributing greatly to our Group’s success.  The Group employs over 34,000 employees worldwide with an annual sales turnover of over 8 billion Swiss francs.         

The Swatch Group (Hong Kong) Limited (“SGHK”) is a wholly owned subsidiary company of The Swatch Group.  When you join the SGHK, you have become part of a worldwide organization committed to providing excellent services to its customers and business partners. We offer attractive remuneration package & benefits to the right candidate.

The Swatch Group (Hong Kong) Limited is seeking for high caliber candidate for the following position. For Interested candidates, please send your application letter & resume with current & expected salary to the HR Manager, 10/F, Kerry Centre, 683 King's Road, Quarry Bay, Hong Kong or via email: [email protected] or fax at 28071015.

Customer Experience Manager

Job level Senior
Work exp Minimum 5 Years
Education Bachelor Degree
Location
Quarry Bay Hong Kong Island, Hong Kong
Employment type Full Time
Benefits Dental plan, 13-month pay, 5-day week, Insurance plan, Medical plan, Performance bonus
Industry Retail - Luxury / Jewellery / Watch
Job function Sales / Business Development / Customer Service > Customer service / Sales Support
Management > General Management
Published On 25/05/2018 2018-05-25

As a Customer Experience Manager, you will be responsible for overseeing the customer service center and ensuring that our customers have a positive experience while collaborating closely with other customer service teams and brands.

 

Responsibilities :

 

  • Deliver outstanding, distinctive, customer support while managing constraints and upholding company brand standards
  • Formulate & enforce departmental policies and procedures, continuously improve efficiency and service quality
  • Audit and develop customer service representatives to improve service quality while acting as a mentor to groom other team members for leadership roles
  • Work closely with brands to ensure implementation of promotions, create new & creative ways to gather customer feedback, and enhance customer service experience in the Corporate stores
  • Report potential issues to other departments and act proactively, while being aware of overall company operations and organization
  • Regularly impress customers with an outstanding experience, service, product, and environment while achieving company goals
  • Follow-up comments/concerns of customers, proactively provide solutions
  • Contribute to and support a positive, creative, and collaborative culture
  • Provide ongoing training and development to department members both in terms of knowledge base and problem solving skills
  • Monitor performance metrics for individuals and the department and strive to improve those metrics
  • Identify and execute on business development functions that affect the customer experience team

 

Requirements :

 

  • Bachelor degree with 5+ years of management experience and displays a passion for Customer Service in Retail industry preferred
  • Consistently provides excellent customer service while being flexible, dependable and intuitive
  • Demonstrates prioritization skills and is highly organized with the ability to manage conflicting demands to meet deadlines in a fast-paced environment
  • Strong writing and verbal communication skills and ability to identify possible issues and quickly develop solutions
  • Displays swift decision-making skills specifically relating to trending of customer feedback, in-the-moment judgment calls
  • Experience in staff scheduling, completing reviews, organizing customer feedback, and training and developing staff

 

 

The Swatch Group (Hong Kong) Limited is an equal opportunity employer and welcomes applications from all qualified candidates. Information provided will be treated in strict confidence and only be used for recruitment related purposes. Applicants who are not contacted within 6 weeks may consider their application unsuccessful. Unsuccessful applications may be kept for another 3 months for being considered for other suitable positions available in our Group. The unsuccessful applications will be destroyed after the said period of retention.