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SAV Customer Relations Representative - maternity cover 6/8 months (m/f/x)

Grenchen, Solothurn, SwitzerlandAfter-Sales Services

Job description

Breitling stands apart from other watch brands with its focus on casual, sustainable, and inclusive luxury. For our After-Sales department, we are looking for a Customer Relations Representative to join our #Squad. This is a temporary position for a maternity cover (6-8 months).

At this role, you will work globally to ensure a positive customer experience that supports retention and brand loyalty. The team works closely with our internal and external customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. You will develop a strong understanding of the Breitling Strategy and maintain a wide understanding of our technical and business operations.

Your responsibilities:

  • Embody Breitling's values towards our customers / prospects and provide an outstanding customer experience
  • Precisely identify the needs behind incoming requests and develop solutions based on a service that will be perceived as unique by the customer
  • Coordinate appropriate actions across various departments (sales, business partners, digital, PR, marketing…) to ensure a seamless customer journey across various channels (phone, e-mail, social media...)
  • Provide support to business partners in matters of customer care and the implementation of the global Service Policy, to ensure a streamlined level of customer service across the Breitling network
  • Escalate any issues with recommended solutions to the leadership team and follow up with involved parties as needed
  • Master all processes, tools and operations linked to the client interactions, information collection and communication, regardless of channel
  • Ensure the best possible data quality through compliant and meaningful use of the CRM system/data base
  • Implement guidelines provided by the leadership team to ensure achievement of objectives and key results
  • Share knowledge and train fellow team members whenever required
  • Partner effectively and collaboratively with all team members to contribute to a professional and rewarding workplace culture

Job requirements

Your profile:

  • You have at least 2 years prior experience in Customer Success Management or equivalent history of increasing customer satisfaction, adoption, and retention
  • You have very strong English (C2), German (at least B2), and French (at least B2) communication skills – both written and spoken
  • Previous experience working in the watch or luxury industry would be an asset
  • You know how to effectively communicate complex concepts that empower our customers
  • You are able to work independently and within a team - accountable for your own actions and able to act with both urgency and integrity towards both, personal and shared work goals
  • You are detail-oriented, and have the ability to multi-task and manage deadlines

At Breitling, we are:

  • Entrepreneurially-minded
  • Doers and results-driven
  • Innovative thinkers
  • Explorers and experimenters
  • Ethical and inclusive
  • Inspired by heritage and craftsmanship


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