Customer Care Co-ordinator in Southampton

Our client is an iconic watch brand with a wealth of historical presence. Due to an ever-growing team, they are looking for an energetic yet organized Customer Care Coordinator to join their team in Southampton. This is a great opportunity for the successful person to be part of a strong expanding retail network with one of the world’s most popular brands.

Do you have a passion for people and a talent for turning every interaction into a positive experience? Our client is seeking a dynamic and organized Customer Care Coordinator to join their growing team in a newly created position. This role is central to delivering a seamless and supportive customer journey—ensuring every client feels heard, valued, and well cared for from the very first touchpoint. Ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and has exceptional attention to detail, this is a fantastic opportunity to make a meaningful impact within a well-known brand.

Main Function

To support the delivery of consistently high standards of customer care for the brand's customers across the UK and Ireland, through the ongoing development and improvement of the customer care function.

Main Role & Responsibilities

• Efficiently manage customer returns, ensuring timely and appropriate resolutions such as refunds or exchanges, in line with company policies.
• Identify and address counterfeit items during the return process, particularly for collaboration watches, ensuring brand integrity.
• Perform minor watch servicing, including bracelet adjustments and battery replacements, to maintain high customer satisfaction.
• Foster strong team collaboration through clear, respectful, and proactive communication with colleagues and customers.
• Take initiative to continuously deepen your knowledge of our brands, products, services, and internal procedures, staying current with updates and best practices.
• Maintain regular contact with customers primarily via phone and email to understand their needs and take appropriate action.

Additional Responsibilities - When required

• Deliver accurate and helpful information, advice, and guidance to customers via phone and email, aiming to resolve queries at the first point of contact.
• Proactively engage with customers to identify and address potential issues before they escalate into complaints.
• Monitor customer interactions to ensure timely and consistent handling in line with company standards.
• Enhance customer satisfaction and loyalty by consistently meeting or exceeding expectations.

Key Skills

• Demonstrate excellent attention to detail and the ability to prioritise tasks effectively in line with business needs.
• Be proficient in Microsoft Office, particularly Excel (e.g., formulas, pivot tables) and Word.
• Show a high level of self-motivation with a commitment to continuous personal development.
• Possess strong verbal and written communication skills, with a customer-focused and approachable manner.
• Have a thorough understanding of the brand's refund policy and relevant consumer law.
• Exhibit excellent organisational and time management skills.
• Take ownership of your workload, ensuring prompt and proactive resolution of issues.

Languages: English and a second language is a bonus.