newCall Centre Advisor

Date Posted: 2 days ago

Job Description

Do you have previous experience in a customer service or customer focused environment?

Do you have experience working as part of a team?

Do you have knowledge in Excel and Word?

Do you have strong communication and interpersonal skills?

The role is responsible for the handling of all day to day enquiries from web and retail customers ensuring that The Watches of Switzerland Group's brand values and standards are delivered through a World Class customer experience. Assisting customers with their ordering experience, tracking products and taking payment for customer purchases, through email, click to chat and telephone.

Principal Accountabilities

  • Answer customer calls, web chat and emails in a professional and timely manner projecting the Company's professional image.
  • Work cross functionally with internal departments to locate stock in order to fulfil orders, refunds and exchanges.
  • Fraud check orders and place orders by telephone, liaise with stores, special order teams and web despatch as necessary to ensure adequate supply and despatch of product for customer needs.
  • Communicating with customers via email, dealing with their queries and complaints in a positive and calm manner.
  • Providing first line support for Stores and ensuring that policies and procedures are communicated across the business.
  • Helping stores solve problems by giving accurate and timely advice, information and valid authorisations.
  • Highlight and report on any exceptions and liaise with the Audit and Security team when needed.

About us

We put our customers first and we love what we do

The Watches of Switzerland Group is the largest prestige luxury jewellers and timepieces specialist in the UK with over 140 collective stores. The retail portfolio comprises of brands including Watches of Switzerland, Mappin & Webb and Goldsmiths. We have mono-brand boutiques in partnership with TAG Heuer, Omega Breitling and Tudor and you will find us at Heathrow airport with representation in Terminals 2, 3, 4 and 5 as well as Gatwick North Terminal.

The business began its exciting global expansion in 2017 with the acquisition of Mayors Jewellers – who have Stores across Florida and Georgia and a history dating back to 1910. Following on from this we have opened a Watches of Switzerland Store, Rolex, Breitling and Omega boutiques at the Wynn Resort in Las Vegas as well as a Watches of Switzerland Store in Soho, New York, the ground-breaking Hudson Yards Development in Manhatten and Boston.


Here at The Watches of Switzerland Group our benefits include profit related bonus and staff discount. We have internal training and development programmes to nurture you through your career and make the most of your talent. Opportunities are endless!

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