CALL CENTER REPRESENTATIVE (REMOTE)

At Movado Group, we are committed to building the strongest brands in the industry - and we are passionate about what we do. We offer the watch industry a compelling strategic vision and track record of sustained growth - and we offer our employees opportunities for career advancement. The Call Center Representative is responsible for answering incoming customer calls, utilizing company policies to solve customer issues, and escalating calls to the appropriate team member when necessary. Roles and Responsibilities: Answer inbound calls regarding product orders, parts orders, and repair requests in a fast-paced environmentProvide first-level assessment, support, and resolution of issuesMaintain customer satisfaction ratings based on explicit criteria set forth by the companyHandle dispute escalation in accordance to existing policies and proceduresRespond to technical support inquiries for our connected watches, such as, set-up (pairing product), troubleshooting, hardware, and firmware compatibility, providing options and recommendations, etc.Assess and resolve service or billing complaints by exchanging merchandise, authorizing refunds, and/or adjusting invoicesKeep detailed records of customer interactions and transactions, recording inquiries, complaints, comments, and actions takenAttend mandatory monthly training and department meetings before/after normal work schedule to stay updated on product and company policy changesMust be able to work overtime as needed, including weekends, especially (but not exclusively) during peak seasonsRequirements*****Please Note: Candidates must be vaccinated before a job offer is made. Our people are the corner stone of our business - we invite you to grow your career with us.