Bilingual Customer Service Representative Intern

5 months ago

Richmond Hill, Canada The Cooper Companies Full time

**Job Summary**:
**Essential Functions & Accountabilities**:

- Processes contact lens orders accurately and efficiently from multiple channels.
- Works to provide First Contact Resolution whenever possible for all communication channels.
- Adhere to the current Quality Assurance Guidelines to ensure we are consistently providing quality service that enhances the customer experience and promotes the CooperVision brand.
- Responsible for meeting department productivity and quality standards/metrics for all applicable responsibilities/functions.
- Possesses and effectively utilizes knowledge of current policies and procedures within Customer Service.
- Assists customers and sales reps. with questions and issues. Identifies customer problems and uses proper techniques and tools in decision making to resolve.
- Identifies service errors and report/resolve appropriately.
- Up-sells products and services for promotions/discontinuations or contests, as required. Educates customer about other products and services we offer.
- Maintains knowledge of all products, prices, accessories and literature, shipment and availability of product, policies and procedures to effectively service the customer.
- Ability to learn and take on additional responsibilities and other projects; completes as assigned.
- Demonstrates and exemplifies professionalism in performance and attitude; including accountability, initiative and teamwork.
- Supports CVI and Department objectives.
- As business needs dictate, works extended hours and/or observed holidays to complete daily department goals or tasks to include mandatory overtime.
- Other duties or projects as assigned.

CooperVision’s management team is committed to the development of and implementation of the quality management system and maintaining its effectiveness by communicating to the organization the importance of meeting customer as well as statutory and regulatory requirements.

**Qualifications**
Knowledge, Skills and Abilities:

- Excellent communication [both verbal and written] and active listening skills in both French and English
- Intermediate skill level in the use of Excel, Word, Outlook and PowerPoint. Advanced preferred
- Attention to detail and problem resolution skills
- Demonstrated customer focus and ability to establish and maintain positive relationships with both internal and external customers; including displaying patience, empathy, professionalism, accountability and friendliness
- Able to prioritize and work in a fast paced, constantly changing environment with the ability to multitask
- Ability to read and understand technical material such as Standard Operating Procedures (SOP’s), Product Parameters and Specifications
- Strong business acumen and ability to learn new programs, products and processes when implemented
- Ability to project a positive attitude

**Work Environment**:

- Working hybrid 1-3 days in an office environment in line with corporate office standards from our Richmond Ontario, Canada Offices
- Prolonged sitting in front of a computer
- Must handle an average of 75 +calls per day
- Adheres to Standard Operating Procedures and Regulatory requirements

Experience:

- Not required, but prior Internship experience is a plus.

**- Bilingualism is required - fluent in both English and French**

**Education**:

- Current College or University student program

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