Who We Are

At Fossil Group, we dare to dream, disrupt, and deliver in a better way. We are committed to creating great watches, jewelry, and leather goods by investing in technology and long-term value creation. We do this by living out our core values - Authenticity, Grit, Curiosity, Humor and Impact - each and every day, continually powered by purpose and our people. Come be a part of Fossil, where we thrive on diversity, innovation, uniqueness, and inclusion!

Make an Impact

Fossil is seeking a Customer Care Representative to join our Customer Care team. As a Customer Care Representative, you'll provide technical support to our internal team, collaborate with colleagues and external partners, ensure orders are processed smoothly, and offer exceptional support to both customers and fellow customer service representatives.

What you will do in this role:

Collaborate with internal and external partners to resolve technical problems.
Research and analyze technical issues to identify root causes and implement solutions.
Ensure accurate and timely processing of customer orders.
Provide exceptional customer service by responding to inquiries, resolving complaints, and assisting customers with their needs.
Maintain a positive and professional demeanor while interacting with customers.
Work effectively as part of a team, collaborating with colleagues to achieve common goals.
Support fellow customer service representatives by sharing knowledge, providing assistance, and fostering a positive team environment.
Identify trends and changes in customer inquiries or issues.
Analyze data to identify areas for improvement and suggest process enhancements.
Perform various administrative tasks, such as data entry, documentation, and report generation.
Maintain accurate records and ensure compliance with company policies and procedures.
Resolve customer issues in a timely and satisfactory manner.

Your Skills

A high school diploma is required
At least 1 year of customer service or equivalent experience is required
Must be available to work a Monday-Friday schedule, with potential weekend coverage during peak holiday seasons
Proficient math skills, including the ability to accurately calculate and process refunds involving both percentages and dollar amounts
Strong technical skills and aptitude for learning new technologies
Experience with data entry, administrative tasks, and record-keeping
Comfortable working in a fast-paced, technical environment
Passion for delivering exceptional customer service
Strong interpersonal skills and ability to build positive relationships with both internal and external stakeholders
Ability to identify trends, recognize patterns, and report on observations

The Perks

• Comprehensive benefits package inclusive of health and well-being services

• 401(k) match and education on retirement planning

• Paid parental leave for eligible employees, and a Return Back to Work program for new parents and caregivers to phase back into work on a reduced schedule

• Generous Paid Time Off including Floating Holidays, Volunteer Time, and Summer Flex Fridays

• Hybrid working schedules

• Tuition Reimbursement on approved programs

• Fossil Merchandise Discounts

Accommodations Statement

We are committed to creating an inclusive culture and strongly encourage candidates of colour, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, parents and individuals with disabilities to apply. If you need accommodations at any point during the interview process please let us know at applicationaccommodation@fossil.com.

The pay range for this role is $15.50 - 16.50. The actual offered dollar amount will take into account a wide range of factors, including skills, experience and location.

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