Junior Customer Service Specialist – Hybrid

About the role

Swarovski is looking for a Junior Customer Service Specialist to provide seamless, high‑quality support to North American customers. Working from the Centro Corporativo El Cedral in a hybrid model, you will interact via phone, email and chat, helping customers with product information, order management and issue resolution.

Key responsibilities

• Deliver consistent, high‑quality service across phone, email and chat channels.
• Resolve standard queries and complaints, escalating when necessary and following up to ensure full resolution.
• Provide product details such as size, colour, stock availability and care instructions.
• Assist with online order requests, including placements, cancellations, refunds and exchanges.
• Follow communication procedures, guidelines and templates.
• Handle an average daily workload of ~20 calls, 20 cases and 10 chats.

Required profile

• At least 1 year of experience in a multinational contact‑center environment (inbound/outbound).
• Proven ability to manage multiple communication channels simultaneously.
• Comfortable using Outlook, Microsoft Teams, Word, Skype for Business and basic Excel.
• Knowledge of online business processes is preferred.
• Fluent English (C1) and an additional language (German, Italian, French, Portuguese, Greek or Dutch) is a plus.
• Fast learner with strong system‑handling skills and the ability to manage complaints.

Required skills

• Outlook
• Microsoft Teams
• Word
• Skype for Business
• Basic Excel or similar spreadsheet tool

What we offer

• Learning and career development programs
• A range of employee benefits