Customer Service Expert

ABOUT THE JOB: At Swarovski, where innovation meets inspiration, our people desire to explore, experience, and create. Our Global Business Services (GBS) Spoke, 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, together with the regional spokes and local organizations across the globe. We are looking for a Customer Service Expert 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. As a Customer Service Expert you will be able to make contributions in the following areas: - Leads integration of new processes.- Ensures that proper standards are met to ensure smooth integration of new services.- Coordinates with internal key parties such as Team Coordinators and/or Team Managers to ensure proper execution of the project plan.- Demonstrates effective stakeholder management featuring a solution-oriented approach to cope with challenges and solving problems as needed.- Successfully contributes to ONE COMPANY/ONE TEAM culture, by partnering with System and Process optimization manager, Global Client Service Manager and other relevant stakeholders.- Delivers creative leadership, create and cultivate a culture of escalating systematic issues by anchoring Swarovski values/behaviors/culture.- Drives projects to improve customer experience (CSAT).- Key User of order and sales operational systems e.g. SAP, SRP, EPOS and Quinyx - (Note: CoCo/SIA covered by Sales Operations & SIS/BW covered by Planning and/or Controlling.- Drives and/or execute any projects related to system updates or new system request such as but not limited to: SAP, designing required reporting, eCom, etc.- Owns any ongoing system issues, properly communicates to stakeholders any updates ABOUT YOU You are a motivated talent and bring along the following background: - Degree or/and 2+ years of experience in project management experience- Minimum 2 years in project management and 5 years experience in Customer Service- Strong communication skills in English (C1 level), customer orientation and cultural awareness.- Passion for leading others and drive results thru driving others, ability to identify talent and manage performance.- Continuous improvement mindset and process orientation ABOUT SWAROVSKI Swarovski is a Wonderlab where magic and science meet. Swarovski unifies all parts of its organization under one spellbinding idea and brings forward a wondrous new world of crystal craftsmanship. Founded in 1895 in Austria, the company designs, manufactures and sells the world’s highest quality crystal, genuine gemstones, Swarovski Created Diamonds and zirconia, jewelry, and accessories, as well as crystal objects and home accessories. 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 has always been an integral part of Swarovski’s heritage. This manifests today in the company’s well-established sustainability agenda with youth-focused education programs and foundations to promote human empowerment and conserve natural resources to achieve positive social impact. Working for us is more than just a job - it's being part of a beloved brand, steeped in heritage, and renowned worldwide for quality and craftsmanship.