Bilingual Customer Service Representative

6 months ago

Ottawa, Canada Riverside Opticalab Ltd. Full time

**Powering Vision**

Riverside Opticalab Group is part of the Essilor Canada network, an international company and the leading provider of eyeglass lenses in the world. Our mission is improving lives by improving sight, and we work every day to bring good vision to the 4.5 billion people around the globe in need of visual correction. One billion people daily in 130 countries wear our products. Essilor Canada employs more than 1,000 visionaries nationwide throughout its 30 locations.

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.

**General Description of Duties**:
Answers phone to respond to orders, general customer inquiries, invoice questions, and customer complaints. Project a professional company image through phone interaction.

**Job description**:

- 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 inquiries not immediately resolved.
- Recognize, document and alert the supervisor of trends in customer calls.
- Recommend process improvements.
- Other duties as assigned.

**Skills**:

- You possess 2-3 years’ experience (Would be considered an asset) in a similar position preferably in an eyewear optical environment.
- You possess 2 years’ experience in a call center would be an asset.
- Able to manage a large volume of inbound and outbound calls.
- Identify customers’ needs, clarify information, research every issue and provide solutions and / or alternatives.
- 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.

**Job Type**: Hours from 9:00 am to 5:30 pm

**Salary**: From $17.00 to $21.00 per hour (depending on experience)

**Benefits**:

- Vision care
- Dental care
- Disability insurance
- Employee stock purchase plan
- Extended health care
- Life insurance
- RRS match
- On-site parking
- Paid time off
- Casual dress

**REF**: JA-034

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

**Salary**: $17.00-$21.00 per hour

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Employee stock purchase plan
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care

Schedule:

- 8 hour shift
- Day shift

Work Location: In person

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