Customer Relations Ambassador

Founded in 1884, Breitling is a leading Swiss watchmaker. The innovative company defined the modern chronograph and pioneered the navigational tool watch. Today, it’s still breaking new ground as a casual, inclusive, and sustainable luxury brand with more than 250 industrial loft-inspired retail locations around the world. Breitling’s collections center around air, land, and sea pursuits, all captured in the brand’s unmistakable modern-retro style. The exceptional quality of every watch movement is confirmed by its status as a COSC-certified chronometer, and the brand remains one of only a handful of independent watchmakers to produce its own manufacture calibers. Combining classic watchmaking with the latest innovations, Breitling is both a company with history and one that’s ahead of its time.

Position Summary:

The Breitling Customer Relations Ambassador acts as an advisor to the Company’s clients, and plays a key role in building strong and lasting relationships with customers. The Customer Relations Ambassador handles inbound calls and chats with customers, providing first call resolution. By demonstrating strong product knowledge and excellent customer service skills, the Customer Relations Associate provides customers with a superior consumer experience while at the same time contributing to the growth and success of Breitling’s e-Commerce business. The ideal candidate for this position has luxury retail sales experience, outstanding customer service skills and the ability to convey enthusiasm and passion for the brand during every customer interaction.

Essential Duties/Responsibilities:

• Handle inbound calls and live chats; greet customers in a timely, professional, and engaging manner.
  
• Provide written responses to customers’ inquiries via e-mail with the goal of providing complete and thorough information and achieving resolution of all inquiries.
  
• Identify customers’ needs, clarify information, take ownership of every scenario, and deliver first call resolution.
  
• Display strong selling and negotiating skills; overcome objections and ask probing questions to close sales. Demonstrate drive to meet personal and team qualitative and quantitative targets.
  
• Effectively engage customers, build sustainable and growth-driven relationships, and deliver a superior client experience by demonstrating top notch customer service skills.
  
• Consistently seek new product knowledge; act as an expert of the brand and its products, including the attributes of each timepiece.
  
• Create and update client accounts to develop a client book and maximize all sales and growth opportunities for the Company.
  
• Keep clear and complete records of all client conversations in the Company’s database, documenting outcomes and any required follow-up action items.

Education/Experience

• A high school diploma is required.
• 2+ years in contact center/customer service/retail environment, or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired.
• Experience in e-Commerce, particularly luxury retail sector preferred; passion and enthusiasm for the luxury environment required.
• Ability to learn and absorb extensive information on Breitling’s brand history and products.
• Strong interpersonal and communication skills, and active listening skills. Effectively communicate across diverse groups of clients, employees, and departments, and adapt to different personality types.
• Customer-focused attitude with high level of professionalism.
• High level of maturity, poise, and sound business judgement in working within a luxury environment and exceptionally demanding clients.
• Ability to adapt to new challenges quickly with a positive, team player attitude.
• Ability to work while multitasking and prioritizing, demonstrating good time management.
• Well-developed problem-solving skills.
• Ability to consider additional hours above 40 hours per week as needed.

Software Skills

• Strong computer skills, including high level of proficiency with Microsoft Office applications.
• Confidence and technical agility to learn and use multiple applications and systems.
• Salesforce and SAP experience preferred.

Physical Demands:

While performing the duties of this job, the employee is regularly required to sit; use hands to hold, handle, or feel; reach with hands and arms; and talk and hear. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Breitling is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, sex, sexual orientation, gender identity, race, color, creed, religion, ethnicity, national origin, citizenship, disability, marital status, military status, pregnancy or any other legally-recognized protected basis prohibited by applicable law.