OMEGA Luxury Timepieces - eCommerce Concierge (Corporate Office)

The company

OMEGA is a company of the Swatch Group, the world’s leading watch manufacturer. Since 1848, the brand has been synonymous with excellence, innovation, design and precision. Thanks to its pioneering spirit, OMEGA was the first watch worn on the moon, and it has enjoyed many other accomplishments and explorations in the ocean and in space. Its women’s watches have been amongst the most admired and ingenious in the industry and, most recently, OMEGA’s reputation has been enhanced by its achievements in anti-magnetic watchmaking and its Master Chronometer certified watches, the industry’s highest standard for precision and performance. OMEGA has been the Official Timekeeper of 30 Olympic Games since 1932 and is also a leading name in golf, swimming, athletics, bobsleigh and sailing. Partnerships with social causes include Orbis International and its Flying Eye Hospital, as well as the GoodPlanet Foundation. Today, OMEGA's family of brand ambassadors includes James Bond, George Clooney, Nicole Kidman, Eddie Redmayne, Daniel Craig, Cindy Crawford, Michael Phelps, Rory McIlroy, Sergio Garcia, Buzz Aldrin and many more.

Job description

The eCommerce Concierge will support both business and operational functions. This person will be a self-starter with strong intuition, organization and accountability. Supporting the US market, this person will be responsible for coordinating and assisting the teams in the eCommerce experience, including Customer Service and Fulfillment. The eCommerce Concierge will also be responsible for adding world-class and personalized service to every eCommerce client- ensuring the client is happy at critical stages of the purchasing process. The eCommerce Concierge will also be responsible for post sales service and customer care facilitation. Fast, concise and clear communication is key as is cross-functional relationships with global and local teams.

Profile

•Answer eCommerce sales and service opportunities via online chat, phone and email
•Provide technical watch knowledge and styling suggestions to virtual clients
•Maintain virtual video appointments with clients
•Utilizing online chat to execute a clear abandoned cart strategy
•Follow up with clients post purchase to provide superior after-sale service
•Follow communication procedures, guidelines, and policies.
•Handle customer complaints including escalations, provide appropriate solutions, and follow up to ensure resolution.
•Provide accurate, valid, and complete information by using the proper methods and tools.
•Build sustainable relationships and trust with customers through open and interactive communication.
•Serves as point of contact for returns and exchanges
•Serves as liaison for clients with cross functional departments, such as After Care and logistics
•Customer Acquisition Entry
•Follow up on returns and jobbing processes
•Generate reporting for the department related to customer service KPIs, shipping and delivery issues, and overall customer feedback.
•Utilize interactions with the end-consumer to identify and suggest ways to improve the customer experience through improved processes and site updates.
•Meet and exceed defined KPIs and sales goals
•Attend necessary trainings and conferences; weekly site QA

Professional requirements

• Detailed Oriented and Organized
• Knowledge of luxury brands and items
•Jewelry/Watch Experience preferred
• Entrepreneurial sense and able to keep up in fast paced environment
• Able to meet deadlines
• Excellent written and verbal communication

•Understanding of E-commerce/digital space and a passion for online shopping and new technologies.
•Excellent communication skills, both written and oral.
•Proven multi-tasker that can manage several projects at once under tight deadlines and accommodate rapid changes.
•An entrepreneurial spirit with the operational skills to ensure self-directed projects and ideas are seen through to execution.
•Experience with luxury and high touch point clients
•Must be able to work Monday-Friday 9am-6pm EST

Benefits Program

The Swatch Group is an equal opportunity employer that promotes diversity and is committed to environmental sustainability.

  • Excellent health, dental and vision insurance (employee and dependents are eligible 1st of the month following 30 days; generous employer contribution)
  • Immediate participation in the 401(k) and 100% vested employer match after one year (maximum 4% employer match with 5% employee contribution)
  • Company paid life insurance and Long Term Disability
  • 18 PTO days per year, 23 PTO after 5 years
  • 7 days per year extended paid time for medical, parental and military leave
  • Holiday pay
  • Voluntary FSA, STD, Accident/Hospital Indemnity insurance
  • Employee product discount
  • Transitchek Program – Save money on commuting to work and/or parking with up to $270 pre-tax dollars per month
  • Internal transfer and growth potential
  • $500 Employee Referral Bonuses
  • Free parking (if applicable)

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