Description

Answer inbound calls regarding product orders, parts orders, and repair requests in a fast-paced environment.
Provide first-level assessment, support, and resolution of issues.
Maintain customer satisfaction ratings based on explicit criteria set forth by the company.
Handle dispute escalation in accordance to existing policies and procedures.
Respond 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 invoices.
Keep detailed records of customer interactions and transactions, recording inquiries, complaints, comments, and actions taken.
Attend mandatory monthly training and department meetings before/after normal work schedule to stay updated on product and company policy changes.
Must be able to work overtime as needed, including weekends, especially (but not exclusively) during peak seasons.

Responsibilities

Minimum of 2 years of service-related experience in a call center environment.
High level of professionalism, reliability and flexibility is a must.
Ability to work in a fast-paced environment with conflicting priorities.
Automatic Call Distributor (ACD) system experience a plus.
Must have a high level of familiarity/comfort working with IOS/Android Software, including app pairing and/or basic troubleshooting.
Must have the ability to learn systems and navigate multiple windows to obtain and update necessary information while assisting customers.
Excellent written and oral communication skills (English).
Basic knowledge of Microsoft Office required (Outlook, Word, Excel, OneNote).
Experience with chat a plus.
SAP experience a plus.