Bilingual Customer Service Representative
7 months ago
**Powering Vision**:
Riverside Opticalab Group is part of the EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs and the global demand of a growing eyewear industry.
Join our team as a **Bilingual Customer Service Representative** and be a visionary. Pave the way to a brighter future, both for yourself and all Canadians needing visual correction.
**Your mission**:
Answers phone to respond to orders, general customer inquires, invoice questions, and customer complaints. Project a professional company image through phone interaction.
**Primary responsibilities**:
- Answer phones and respond to customer requests
- Confer with customers by telephone in order to provide information about products and services, to take orders, or to obtain details of complaints
- Obtain and examine all relevant information in order to assess validity of complaints and to determine possible causes
- Provide customers with product and service information
- Identify, research, and resolve customer issues using the computer system.
- Explains charges for services requested
- Refer unresolved customer grievances to designated departments for further investigation
- Transfer customer calls to appropriate staff
- Contact customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems
- Follow-up on customer inquires not immediately resolved
- Recognize, document and alert the supervisor of trends in customer calls
- Recommend process improvements
- Other duties as assigned
**Working conditions**:Working conditions are normal for an office environment.
**Skills**:
- You possess 2-3 years’ experience in a similar position preferably in an eyewear optical environment.
- You are seen as a person with a sense of initiative and your ability to work in a team.
- You are seen as a talented person as it relates to your communication skills and have an ability to foster and maintain good relationships with people that you interact with.
- You are an individual that works well under mínimal supervision.
- You are a person that likes challenges and is quite organized and have a great sense of priority.
**Work location**: Ottawa, ON
**Hours**: Monday to Friday from 9:00 am to 5:30 pm
**Salary**: From $17.00 to $21.00 per hour (depending on experience)
**REF**: JA-027
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Le groupe Riverside Opticalab fait partie d'EssilorLuxottica, un leader mondial dans la conception, la fabrication et la distribution de verres ophtalmiques, de montures et de lunettes de soleil. La société réunit l'expertise complémentaire de deux pionniers de l'industrie, l'un dans les technologies avancées des verres et l'autre dans la fabrication artisanale de lunettes emblématiques, pour créer une entreprise verticalement intégrée qui est particulièrement bien placée pour répondre à l'évolution des besoins en matière de vision dans le monde et à la demande globale d'une industrie de la lunetterie en pleine croissance.
Rejoignez notre équipe en tant que **représentant bilingue du service à la clientèle **et soyez un visionnaire. Ouvrez la voie à un avenir meilleur, tant pour vous que pour tous les Canadiens qui ont besoin d'une correction visuelle.
**Sommaire**:Répondre aux demandes clients par téléphone, des requêtes parfois générales, des questions reliées à la facturation ou parfois des plaintes. L’image professionnelle de la compagnie est en premier plan lors des interactions téléphoniques.
**Responsabilités principales**:
- Répondre aux appels téléphoniques associés aux demandes de la clientèle
- Répondre et fournir les informations aux clients à propos des produits et services offerts par Riverside Opticalab
- Être en mesure d’obtenir les détails complets associés à une plainte
- Être en mesure d’analyser les informations reçues afin de valider les plaintes clients, afin d’en déterminer la/les causes et d’amener une résolution et une solution rapide
- Identifier et effectuer des recherches sur ordinateur afin d’amener résolution à un problème de client
- Être en mesure d’expliquer les charges reliées à la facturation associées aux services rendus
- Être en mesure de rediriger les appels clients aux départements responsables
- Assurer le suivi avec le client afin d’offrir une satisfaction complète
- Documenter de façon
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