Assist customers’ requests for service, parts and technical watch information via inbound and outbound phone, email, and chat.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Include the following. Other duties may be assigned.

Answers inbound inquiries via telephone, emails, and chat regarding service and warranty procedures, parts, and technical watch information.

Generates outbound contacts to provide watch information and general status of repairs or part orders.

Provides repairs/part order estimates and parts availability.

Using multiple systems provides detailed technical customer support via phone and email with watch setting instructions, troubleshooting and product information, including watch characteristics such as water resistance, charging times, and functionality.

Enters repair and/or part order information into the ERP system, including customer identification information, watch and/or part information,



estimate of charges, special needs, parts requirements, etc.

Track shipments and prepares claims for those that are determined to be lost in transit.

Performs Quality Control for outbound repair orders.

May process credits for part returns. Assists in processing/answering all correspondence.

Processes credit card payments.

Resolves all customer concerns and investigates claims received by mail or telephone.

- Ability to follow directions from management or a member of the Lead Team.

- Ability to interact effectively with co-workers, team members, and management.

- Ability to understand and follow work rules and procedures.

- Ability to accept constructive feedback and make corrections.

📌 Customer service and Tech support Agent (Monterrey)
🏢 Contactpoint 360
📍 Monterrey