Junior Customer Service Specialist

At Swarovski, where innovation meets inspiration, our people desire to explore, experience, and create.

Our Global Business Services (GBS) Office based in San Jose, Costa Rica, is an attractive workplace, which delivers high quality multi-functional services, provides functional expertise, and ensures a continuous improvement of our process portfolio across the globe.

We are looking for a Junior Customer Specialist where you will get a chance to work in a rewarding role within a diverse team that is pushing boundaries.

Be part of a truly iconic global brand, learn and grow with us. We’re bold and inventive, revealing astonishing things like no one else can. A world of wonder awaits you.

About the Role:
The key purpose of the Junior Customer Service Specialist is to deliver exceptional, seamless customer experience by listening to their needs, respond and solve inquiries efficiently according to guidelines & legislation, ultimately achieve customer loyalty. The Junior Customer Service Specialist should embody the Swarovski Values and Customer Experience vision.

Job Responsibilities:

- Resolve standard queries and complaints by understanding the customer’s needs, identifying the cause, selecting, and explaining the best solution, escalating, correcting or adjusting as required and following up to ensure full resolution.
- Advise customers on product information including size, color, stock availability and care, as well as available promotions.
- Assist with all online order information requests, including placement and cancellations of online orders, as well as refunds and exchanges.
- Follow communication procedures, guidelines and policies using communication templates where necessary and appropriate.
- Typical workload per day might consist of 20 calls, 20 cases plus 10 chats in average however volumes might vary.

Job requirements:

- Minimum 1 year of work experience in a customer-facing role in multinational contact centers doing inbound and outbound customer service.
- Fluent in English speaking and writing C1 of European Framework.
- Comfortable using: Outlook, Microsoft Teams platform, Word, Skype for Business, basic knowledge of excel or similar systems.
- Knowledge of Online business preferred
- Ability to use different systems while assisting a customer.
- Fast learner and understanding of systems and processes.
- Ability to handle complaints and conflicts skills to deliver solutions which might not be preferred by the customer.

Masters of Light Since 1895

Swarovski creates beautiful crystal-based products of impeccable quality and craftsmanship that bring joy and celebrate individuality.

Founded in 1895 in Austria, the company designs, manufactures and sells the world's finest crystal, gemstones, Swarovski Created Diamonds and zirconia, jewelry, and accessories, as well as crystal objects and home accessories. Swarovski Crystal Business has a global reach with approximately 2,400 stores and 6,700 points of sales in around 140 countries and employs more than 18,000 people. Together with its sister companies Swarovski Optik (optical devices) and Tyrolit (abrasives), Swarovski Crystal Business forms the Swarovski Group. A responsible relationship with people and the planet is part of Swarovski’s heritage. Today this legacy is rooted in sustainability measures across the value chain, with an emphasis on circular innovation, championing diversity, inclusion and self-expression, and in the philanthropic work of the Swarovski Foundation, which supports charitable organizations bringing positive environmental and social impact.

Swarovski is an equal opportunity employer. We give our people the guts to celebrate individuality and pride ourselves on creating a workplace where people feel involved, respected, valued, connected, and heard. A place where anyone/everyone belongs. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under the law of the countries we operate in.