Job Description

Duties and Responsibilities:

• Be the main point of contact for all e-commerce customers from the TAG Heuer website.
• Become an expert in all e-commerce software applications to provide excellent customer service including SAP, Sales Force, Magento, Cybersource, Paazl and Forter.
• Work with TAG Heuer HQ and local teams to ensure e-commerce stock levels match current range and availability.
• Monitor e-commerce orders daily to prevent fraud.
• Be the contact for payment issues with PayPal or Forter to resolve problems.
• Work with logistics to ensure orders are prioritized and sent quickly to customers.
• Manage and order all e-commerce packaging with HQ to prevent shortages.
• Assist end consumers with general enquiries through the telephone order process.
• Advise customers on product details and alternatives through all communication media.
• Manage enquiries via phone, email, online tickets and web chat.
• Test website regularly to discover faults, and be website key user for testing new features as they are developed by HQ.
• Suggest website improvements where appropriate.
• Resolve websites bugs highlighted by customers.
• Manage delivery delays with courier company and make claims where necessary.
• Maintain up to date brand and product knowledge.
• Daily input of watches, straps and GWP orders.
• Produce and distribute reports for brand directors and HQ as required
• Providing retailers and end consumers with up to date information in relation to product availability and prices by phone and email.
• Support other Sales Operations team members and cover when necessary.

Required Knowledge, Skills, and Abilities

Previous experience in a customer service or business administration role (luxury goods industry preferable). Excellent IT skills with experience of stock management systems (ideally SAP). Able to produce reports and documentation for senior executives. Experience of working with departmental targets and deadlines. Able to work under pressure with good accuracy. Able to priorities and plan own workload in accordance with strict deadlines. Able to work flexibly, to handle change and to work as part of a team. Effective written and verbal communication skills. Able to handle customer queries in a highly professional manner. Demonstrate an attitude of professionalism, conscientiousness and reliability. Knowledge and an interest in our brands (desirable). Customer service or business admin: 2 years (Required)