Job Description

At Swarovski, you don’t just join a brand - you help reinvent one of the most iconic names in fashion and design. Here, bold ideas matter, creativity drives change, collaboration is valued, and your work shapes how the world experiences brilliance. If you’re ready to push boundaries, grow your skills, and leave your mark where innovation meets timeless elegance, we’re ready for you.

We’re looking for a Junior Costumer Service Specialist to deliver exceptional, seamless customer experience by listening to their needs, respond and solve inquiries efficiently according to guidelines & legislation, ultimately achieve customer loyalty. The Junior Customer Service Specialist should embody the Swarovski Values and Customer Experience vision.

This is your chance to build strong relationships with customers and make a meaningful impact by delivering exceptional service that enhances their overall experience.

This role will connect our specialist with our beloved costumers and support with their needs, focused on North American costumers, the role is based in Escazu Costa Rica, at El Cedral (hybrid working model). This role reports to the customer service manager at GBS San Jose.

About the Job

• Deliver high quality and consistent service to secure customer satisfaction during interactions via phone, email or chat.
• Resolve standard queries and complaints by understanding the customer’s needs, identifying the cause, selecting, and explaining the best solution, escalating, correcting or adjusting as required and following up to ensure full resolution.
• Advise customers on product information including size, color, stock availability and care, as well as available promotions.
• Assist with all online order information requests, including placement and cancellations of online orders, as well as refunds and exchanges.
• Follow communication procedures, guidelines and policies using communication templates where necessary and appropriate.
• Typical workload per day might consist of 20 calls, 20 cases plus 10 chats in average.

About You

• Minimum 1 year of work experience in a customer-facing role in multinational contact centers doing inbound and outbound customer service.
• Proven experience in handling multiple communication channels at the same time (email/chat OR phones/email)
• Comfortable using: Outlook, Microsoft Teams platform, Word, Skype for Business, basic knowledge of excel or similar systems.
• Knowledge of Online business preferred
• Ability to use different systems while assisting a customer.
• Fluent in English speaking and writing C1 of European Framework.
• A plus one of the following languages: German, Italian, French, Portuguese, Greek, Dutch.
• Fast learner and understanding of systems and processes.
• Ability to handle complaints and conflicts skills to deliver solutions which might not be preferred by the customer.

What We Offer

You can expect a range of benefits, including:

• Learning and career development programs to help you grow
• A global employee assistance program offering support in the areas of mental, physical, and emotional health, managerial support as well as financial and legal matters
• Hybrid and flexible work options to support your work-life balance
• Paid volunteering leave to support causes that matter to you
• Exclusive employee discounts on Swarovski products
• Private Medical Insurance.
• Asociacion Solidarista.

About Swarovski

Swarovski creates crystal-based products of unique quality and craftsmanship that bring joy and celebrate individuality. Founded in Austria in 1895, we design, manufacture, and sell the world’s finest crystals, gemstones, Swarovski Created Diamonds, zirconia, jewelry, accessories, and home décor.

Sustainability and responsibility are at the heart of our brand, from circular innovation to diversity, inclusion, and the philanthropic work of the Swarovski Foundation. We empower people to express their individuality with confidence and respect, and we believe that different perspectives make us stronger.

Swarovski is an equal opportunity employer. We are committed to fair, inclusive recruitment and to building a workplace where everyone feels they truly belong.