[Hamilton] Customer Care Agent

Company: Swatch Group Korea

Department: Hamilton

Job Title: Customer Care Agent

Job Level: Associate

Reporting Line: Brand Manager

About US:

Hamilton has been an iconic name in precision watchmaking since its founding in Lancaster, Pennsylvania in 1892. Its watches have synchronized the first railroads and furnished the wrists of soldiers, aviators and Hollywood stars, making over 500 appearances on the big screen. Hamilton has been at the forefront of innovations in design, technology and craft by launching the world’s first electric timepiece in 1957 and LED digital watch in 1970. A member of the Swatch Group, the global leader in watch manufacturing and distribution, Hamilton combines its American spirit with true Swiss precision.

Job overview

As the Customer Care Agent at Hamilton Korea, you will be responsible for delivering premium customer service through various channels, supporting both B2C and B2B customers. This includes managing inquiries, repair and warranty information, and coordinating with internal teams to ensure timely and accurate responses. You will also assist in loyalty programs and contribute to customer satisfaction and brand loyalty in the Korean market.

Key Accountabilities

• Handle customer inquiries, issues, and complaints in alignment with company and brand standards, policies, and procedures.
• Interact daily with B2C and B2B customers to address product or customer service inquiries in a professional, accurate, and timely manner.
• Manage and respond to incoming inquiries through Salesforce CRM, customer care hotline, live chat, and other approved channels for both B2C and B2B customers.
• Provide support and comprehensive information related to after-sales services — including warranty and post-warranty terms, repair status, cost estimates, spare parts availability and pricing — as well as brand, collections, and technical specifications.
• Communicate with HQ service management to maintain and develop brand guidelines, both verbally and in writing.
• Effectively communicate and collaborate with stakeholders to ensure efficient resolution of customer queries or complaints.
• Follow up on B2C refused repair estimates and proactively work to convert them into approved repair services.
• Coordinate with B2B partners to efficiently resolve end-customer inquiries and complaints, including direct customer contact when consent is obtained.
• Administer and oversee the loyalty voucher program.
• Assist customers in purchase decisions and identify cross-selling opportunities, such as additional accessories.
• Process tasks using all available tools (Salesforce, Outlook, SAP, CIS, telephony system, etc.), ensuring accurate and timely input and updates to maintain up-to-date records and systems.
• Provide feedback and suggestions to improve the overall customer experience.
• Proactively collaborate with teammates under managerial direction to support brand activities.

Qualifications

• Diploma or equivalent qualification required.
• Intermediate proficiency in English, both written and spoken.
• Advanced proficiency in Korean (or [Local Language]), with the ability to deliver high-quality customer service.
• Minimum 1 year of experience in a customer service or contact center environment preferred.
• Prior experience in direct customer interaction, particularly within the luxury consumer goods or FMCG industry, is highly desirable.
• Proven experience in frontline customer service, including complaint handling across multiple communication channels (e.g., phone, email, live chat).
• Proficiency in Microsoft Office applications, particularly Excel, PowerPoint, and documentation/report preparation.
• Proficiency in SAP, Salesforce, or similar order management/ticketing systems is considered a strong asset.
• Excellent verbal and written communication skills, with a proactive, customer-focused, and solution-oriented mindset.
• Strong team player with the ability to work independently when required.
• Exceptional organizational skills and ability to perform effectively under pressure in a fast-paced environment.
• Willingness and ability to learn technical specifications relevant to the watch industry.
• Formal training or coursework in professional communication is preferred.

Why Join Us?

As part of our team, you’ll have the opportunity to work on exciting projects that directly impact the brand experience of Hamilton. We offer a dynamic work environment, competitive compensation, and the chance to be part of a global luxury brand.