Call Center Representative

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.

Job Summary:

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 e-comm 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
• Salesforce experience a plus

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.