Customer Service

Citizen Watches Australia Pty Ltd is seeking a dedicated and customer-focused Customer Service Representative to join our team in Chatswood, NSW. This is a full-time position that plays a vital role in delivering exceptional customer experiences and maintaining the reputation of our prestigious watch brand. You will be the voice of Citizen Watches, handling customer enquiries, resolving issues, and ensuring every interaction reflects our commitment to excellence and customer satisfaction.

Key responsibilities

Respond to customer enquiries via telephone, email, and other communication channels in a professional and timely manner

Provide accurate information about Citizen watch products, specifications, warranty information, and after-sales services

Process customer orders, handle payment enquiries, and manage delivery-related questions

Resolve customer complaints and concerns with empathy, finding effective solutions and ensuring customer satisfaction

Maintain detailed and accurate records of all customer interactions using our customer relationship management (CRM) system

Escalate complex issues to senior team members or management when necessary

Process returns, exchanges, and warranty claims in accordance with company policies

Contribute to continuous improvement by identifying process enhancements and sharing suggestions with the team.

What we're looking for

Proven customer service experience in a call centre or customer-facing environment, ideally within retail, e-commerce, or a luxury goods industry

Excellent verbal and written communication skills with the ability to articulate product information clearly and professionally

Strong problem-solving abilities and a genuine desire to resolve customer issues satisfactorily

Proficiency with computer systems, CRM software, and Microsoft Office applications

Ability to manage multiple customer interactions simultaneously whilst maintaining quality and accuracy

Patient, empathetic, and professional demeanor with excellent interpersonal skills

Strong organisational skills and the ability to work efficiently in a fast-paced environment

A keen attention to detail and commitment to accuracy in record-keeping and data entry

Flexibility to adapt to changing priorities and work schedules as required

Knowledge of the watch industry or luxury goods sector is advantageous but not essential

What we offer

We are committed to supporting our employees' career development and wellbeing. At Citizen Watches Australia Pty Ltd, we offer a supportive work environment where your contributions are valued and recognised.

• competitive remuneration
• opportunities for professional development and training
• a collaborative team culture
• a workplace that prioritises work-life balance
• We encourage open communication and provide support to ensure you can perform at your best

We are an equal opportunity employer and welcome applications from people of all backgrounds.

About us

Citizen Watches Australia Pty Ltd is a leading provider of innovative and stylish timepieces, recognised globally for precision engineering, reliability, and design excellence. As part of the Citizen brand family, we are dedicated to creating watches that combine cutting-edge technology with timeless elegance. Our mission is to deliver products and services that enhance the lives of our customers, and our team is passionate about sharing this commitment with every person we interact with.

We pride ourselves on our customer-centric approach and our reputation for outstanding service and quality.

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