Movado Group, Inc

Call Center Representative

• Manage outbound calls for product, e-commerce, parts, and repair requests, including secure credit card handling, repair review, and follow-up.
• Deliver first-level assessment, support, and resolution of customer care issues.
• Handle escalations in accordance with policies and procedures.
• Create Return Authorizations (RAs) for parts and e-commerce orders.
• Submit problem logs and process replacement orders.
• Track and monitor refunds, coordinating with internal teams and customers.
• Handle teardown requests for components and finished goods.
• Process BOD and accommodation requests.
• Conduct Yotpo review follow-ups to support customer experience initiatives.
• Provide email support for NJ-Parts and Customer Service queues.
• Resolve service or billing complaints, including exchanges, refunds, and bill adjustments.
• Maintain detailed records of customer interactions and transactions in CRM systems.
• Ensure compliance with company policies, security protocols, and data protection standards.
• Attend mandatory monthly training sessions and department meetings (sometimes outside scheduled hours).
• Be available for mandatory overtime during peak seasons or as business needs require.
• Provide inbound call support as needed.

Call Center Representative, Outbound

• Provide first-level assessment, support, and resolution of issues.
• Answer inbound calls regarding product orders, 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 before/after scheduled work time to stay updated on product or company policy changes.