Customer Experience Representative

1 week ago

Waterloo, Canada Essilor Canada Full time

Join our team as _Customer experience representative _and be a visionary. Pave the way to a brighter future, both for yourself and all Canadians needing visual correction.

**Your mission**

Project a professional image of the company, build a trusting relationship with customers and increase their level of satisfaction with the quality of services offered. This role is located in **Waterloo** and the working hours are from Monday to Friday from 8:30 am to 5:00 pm. The Customer experience representative position is a full-time position.

**Your main challenges**
- Answer questions from our customers with regard to our products and offer technical support;
- Contact customers to inform them of any changes to their order or if there are further delay and to offer a solution;
- Advise customers on Essilor Group products and suggest an alternative or corresponding product if an item is out of stock;
- Do follow-ups with customers when changes affect the promised service;
- Work in close collaboration with the sales team;
- Provide adequate information to internal and external customers with the help of computer tools and software;
- Manage customer files using internal tools (WIP) and monitor their late orders;
- Maintain Frame Status change and Frame Return file;
- Follow up on customer complaints;
- Daily management of service-level reports.

**Your profile**
- High school diploma;
- 3 to 5 years of experience in a similar position;
- Good analytical and problem-solving skills;
- Detail oriented;
- Ability to work in a fast-paced environment with limited supervision
- Must be able to multi-task;
- Knowledge of Microsoft Office tools and Gmail;
- Experience in Optics an asset ;
- Experience in Edging & Mounting an asset;
- Good communication skills;
- Quick learner;
- Team player and ability to interact with other departments;
- Good English language skills - both written and spoken.

**Why work with us?**
- At Essilor Canada, diversity is one of our most important values. If you have any particular needs, don’t hesitate to contact us and we will work with you at each step of the recruitment process to ensure that you feel at home._

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Life insurance
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- Evening shift
- Monday to Friday

Application question(s):

- Are you legally authorized to work in Canada?
- What is your salary expectation?

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (preferred)

Work Location: One location

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