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Customer Service Representative

2 months ago

Jersey City, New Jersey, United States Movado Group Full time
About the Role

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at Movado Group. As a key member of our call center team, you will be responsible for providing exceptional service to our customers, resolving issues, and ensuring their satisfaction.

Key Responsibilities
  • Provide first-level assessment, support, and resolution of customer 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 with 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 to stay updated on product or company policy changes.
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.
Preferred Qualifications
  • Experience with chat a plus.
  • SAP experience a plus.
  • Salesforce experience a plus.

Movado Group, Inc. is an equal opportunity employer. We prohibit 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.