Customer Relations Ambassador

4 weeks ago

Wilton, United States Breitling SA Full time

Founded in 1884, Breitling is a leading Swiss watchmaker. The innovative company defined the modern chronograph and pioneered the navigational tool watch. Today, its still breaking new ground as a casual, inclusive, and sustainable luxury brand with more than 250 industrial loft-inspired retail locations around the world. Breitlings collections center around air, land, and sea pursuits, all captured in the brands 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 thats ahead of its time.

Position Summary:

The Breitling Customer Relations Ambassador acts as an advisor to the Companys 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 Associateprovides customers with a superior consumer experience while at the same time contributing to the growth and success of Breitlings 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 Companys 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 Breitlings 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.

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