Junior Customer Service Specialist – Hybrid (North America)

About the role

Join Swarovski’s Global Business Services team as a Junior Customer Service Specialist. You will be the first point of contact for North American customers, delivering seamless support through phone, email and chat while upholding the brand’s high standards of service.

Key responsibilities

• Handle an average daily volume of ~20 calls, 20 cases and 10 chats, providing accurate information on products, stock, sizing and promotions.
• Process online order requests, including placements, cancellations, refunds and exchanges.
• Resolve standard inquiries and complaints by identifying root causes, offering appropriate solutions, and escalating when necessary.
• Follow communication guidelines and use approved templates to ensure consistent messaging.
• Maintain detailed records of interactions in the relevant systems.

Required profile

• Minimum 1 year of experience in a multinational contact‑center environment, handling inbound and outbound customer interactions.
• Fluent English (C1 level) with strong written and verbal communication skills.
• Ability to multitask across multiple channels and quickly learn new systems and processes.
• Comfortable dealing with complaints and delivering solutions that may not align with customer preferences.

Required skills

• Outlook
• Microsoft Teams
• Word
• Skype for Business
• Basic knowledge of Excel

What we offer

• Learning and career development programs.
• Global employee assistance program.
• Hybrid working model (on‑site at El Cedral, Escazu and remote).