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Customer Service & Repair Specialist
St. Thomas, USVI
As the premier luxury brand jewelry and watch retailer throughout the Caribbean, Little Switzerland is searching for Customer Service & Repair Specialist who identifies with this long standing history of excellence and who will enjoy working at our corporate office location in St. Thomas.
Under the overall direction of the Client Services and Watch Repair Service Manager, the Customer Service & Repair Specialist will have the hybrid role of being responsible for providing effective customer service for all internal and external Little Switzerland customers as well as coordinating watch repairs with customers and the watchmaking team.
Primary responsibilities include but are not limited to:
•Providing timely and accurate information to incoming customer order status and product knowledge requests.
•Processing customer orders/changes according to established department policies and procedures.
•Processing customer returns according to established department policies and procedures.
•Working closely with the Credit Department to resolve disputed credit items.
•Opening and maintaining customer accounts by recording and updating account information
•Resolving product or service problems by clarifying the customers complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
•Recommending potential products or services to management by collecting customer information and analyzing customer needs.
•Preparing product or service reports by collecting and analyzing customer information.
•Contributing to team effort by accomplishing related results as needed.
•Work with the watchmaker and vendors to maintain a high quality and precise after-sales service in the repairing of jewelry and watches.
•Responsible for performing timely and consistent repair assistance in accordance with established industry standards, procedures and company guidelines.
•Practice effective inventory controls that would maintain compliance with Internal Audit standards which would allow for the effective and timely ordering of watch parts and supplies.
•Provide helpful and accurate communication and feedback to Watchmaker, Vendors, Stores and customers as necessary to ensure customer service exceeds expectations.
Qualifications and Requirements:
•3+ Years of Customer Service experience
•Strong time management skills with the ability to organize and manage multiple priorities
•Ability to understand and operate company’s CRM
•Strong customer orientation
•Problem solving ability with the ability to analyze situations and recommend solutions
•Excellent interpersonal and communication skills
•High performance and a strong team player
•Commitment to company values
•Competency in Microsoft Word and Excel
Beneficial Skills and Experience
• Prior Retail/Luxury experience preferred
• Prior knowledge of company brands, a plus
What We Offer:
•Stable and exciting career with an experienced company.
•Great TEAM Environment!
Excellent benefits package including:
•Paid time off
•Healthcare spending or reimbursement accounts such as HSAs or FSAs
•Other types of insurance
•Retirement benefits or accounts
Eligible to work in the USA
Ready to relocate to US Virgin Islands