Customer Service Associate

ABOUT US

The One Watch Company aims to combine fashion and functionality while creating durable watches and waterproof accessories that are designed to withstand the rigors of everyday life. We’ve existed for almost 20 years in the Portuguese market, planning our international expansion in 2023. In Portugal we are present in 300 locations through our partners, 3 own-stores and ecommerce (onewatchcompany.com).

With a commitment to quality and attention to detail, our watches and jewelry product teams are focused in developing creative yet elegant accessories to accompany the lifestyle of our beloved customers. The forever-waterproof jewelry has been our most recent and strongest bet, side by side with timeless analogical and smart watches.

In fact, our technical support team is a source of distinctiveness in a sector that has been driven towards a short product life cycle. We believe we can make remarkably good and high-end-design products affordable.

Whether you’re looking for a watch for everyday wear or a special piece of jewelry for a special occasion, our brand has something to offer.

Our mission is to provide customers with high-quality, stylish products that are built to last forever.

ABOUT THE ROLE

Key Responsibilities:

Provide outstanding customer service:

o Liaising directly with customers on all platforms, handling customer queries via email, social media platforms in an effective manner

o Proactively keeping customers informed of enquiry progress with timely updates, assisting with exchanges, returns, cancellations, refunds, or order replacements

Maintain control of the processes related with customer service:

o Dealing with internal processes from start to finish, working closely with Ecommerce (e.g. product descriptions), warehouse and logistics (e.g. customers’ returns and redeliveries or order cancelations, shipping)

o Sharing with the right teams issues encountered on the day to day work and how to solve them quickly

Implement and improve existing processes, making sure we excel at answering our clients’ requirements & needs

o Defining the necessary reports to address recurring issues

o Create the necessary processes to ensure efficacy and efficiency (e.g. standard operating procedures, automatic responses, Chat bot)

o Monitoring and replying to customer queries across all our platforms, tracking customer orders and updates to support customer brand insight and information

Create and analyze customer success mindset tools, including surveys for brand purposes, B2B feedback to our initiatives in point of sale and others – in partnership with marketing department

Your experience, knowledge & skills:

· 1+ year of experience in a Customer Service environment.

· Proficiency in Portuguese and English (written and speaking)

· High-level multi-tasking with an element of urgency to support the volumes that can arise.

· Experience in working with a CS & CRM system is highly advantageous.

· Exceptional communicator, with strong interpersonal skills.

· Team player with a collaborative mind set, self-motivated and able to work independently on set tasks.

· Excellent organizational skills and time management.

· Hands on approach

· Strong analytical, verbal, and written communication skills.

· Living or willing to move to Lisbon, Portugal

Please apply with your CV and a short explanation why we should hire you. Looking forward to hear from you!