At Movado Group, we are committed to building the strongest brands in the industry and we are passionate about what we do. Our people are fueled by a creative spirit and a drive for excellence that are reflected in every aspect of our business. We offer the watch industry a compelling strategic vision and track record of sustained growth and we offer our employees unparalleled opportunities for career advancement. We invite you to come share in our success. Our people are the corner stone of our business - we invite you to grow your career with us.
The Customer Service Representative will be an energetic and reliable professional in the Movado Call Center. The Customer Service Representative will be responsible for answering incoming customer calls, utilizing company policies to solve customer issues, and directing calls to the managerial team when necessary.
Roles and Responsibilities:
Provide first-level assessment, support, and resolution of issues
Answer inbound calls regarding product orders, parts orders, and repair requests in a fast-paced environment
Maintain customer satisfaction ratings based on explicit criteria set forth by the company
Handle dispute escalation in accordance to existing policies and procedures
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills
Keep detailed records of customer interactions and transactions, recording inquiries, complaints, and comments, as well as actions taken
Attend mandatory monthly training/department meetings before/after scheduled work time to stay updated on product or company policy changes
Must be able to work mandatory OT during peak seasons or as required
Job Requirements:
High Level of professionalism
Proven track record of remote experience and fast-paced environment a plus
Minimum of 3 years of service-related experience in a call center environment
Automatic Call Distributor (ACD) system experience a plus
including app pairing and/or basic troubleshooting
Must have the ability to learn systems and multi-task by navigating multiple windows to obtain and update necessary information while assisting customers
Excellent written and oral communication skills
Basic knowledge of Microsoft Outlook required
Outlook
Word
Excel
One Note
Experience with chat a plus
SAP experience a plus
Bilingual/Spanish a plus
The hourly rate for this position is $18:50.
DIRECT APPLICANTS ONLY - NO AGENCIES
Movado Group, Inc. designs, sources, and distributes MOVADO®, MVMT®, OLIVIA BURTON®, EBEL®, CONCORD®, COACH®, TOMMY HILFIGER®, HUGO BOSS®, LACOSTE®, and CALVIN KLEIN® watches worldwide, and operates Movado company stores in the United States.
Now is the perfect time to explore watch industry career opportunities with us. Our employees enjoy a competitive compensation and benefits package. Our people are the cornerstone of our business - we invite you to grow your career with us.
Movado Group, Inc. is an equal opportunity employer. It prohibits discrimination based on age, color, disability, marital or parental status, national origin, race, religion, sex, sexual orientation, gender identity, veteran status or any other legally protected status in accordance with applicable federal, state and local laws.