Customer Support Representative, Newtown

Deliver a premium, relationship?
driven customer experience that reflects Victorinoxs heritage of quality, trust, and craftsmanship.
Act as a brand ambassador who owns complex customer needs end?
to?
end and consistently turns service moments into long?
term loyalty.
Success in this role requires ownership, accountability, critical thinking, and a genuine commitment to delivering best?
in?
class customer care.
This role will be onsite for the first 90 days and then become hybrid with 3 days onsite and 2 days at home.
Primary Responsibilities
:
Customer Experience & Ownership:
Own the full after?
sales customer experience across all Victorinox lines of business, ensuring interactions consistently reflect premium brand standards
Deliver confident, empathetic support across phone, email, and chat, adapting communication style to customer needs and complexity
Anticipate customer needs based on initial requests, asking thoughtful questions to prevent possible future issues
Independently resolve complex, time?
sensitive customer issues with minimal supervision, while escalating thoughtfully when required
Accuracy, Judgment & Process Excellence:
Communicate company policies, repair processes, and product guidance with clarity, tact, and professionalism
Perform critical validation checks throughout repair lifecycle to ensure accuracy and compliance and confirm customers are notified and kept up to date on a consistent basis
Resolve order discrepancies and errors efficiently while maintaining customer trust
Exercise sound judgment when making decisions related to goodwill gestures that are in alignment with brand standards and internal approval guidelines.
Systems, Documentation & Collaboration:
Accurately document all customer interactions in Salesforce and related systems, ensuring clear case ownership and visibility
Use approved communication templates to maintain consistency and accuracy, while personalizing where appropriate
Collaborate closely with internal teams to optimize turnaround times and customer outcomes
Participate professionally in internal meetings, contributing constructive insights and feedback
Continuous Improvement & Brand Mastery
Maintain deep and up to date knowledge of Victorinox products, services, and industry terminology
Participate in identifying recurring issues, and improvement opportunities, contributing to documentation, training, and process enhancements
Serve as a trusted resource for peers through knowledge?
sharing and best practices
Qualifications & Skills
Proven experience in customer experience, premium support, or a comparable service?
driven role
Exceptional verbal and written communication skills, with strong attention to tone, clarity, and professionalism
Demonstrated empathy, active listening, and emotional intelligenceeven in high?
pressure or escalated situations
Strong ownership mindset with the ability to see issues through to resolution without prompting
Excellent judgment and critical?
thinking skills; comfortable making decisions with incomplete information
Highly organized with strong time?
management skills in a fast?
paced environment
Experience working in phone queues and case?
management systems (Salesforce preferred)
Proficiency in Microsoft Office; experience with SAP or ERP systems preferred