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Diagnostic Advisor

2 months ago

Ottawa, Ontario, Canada EssilorLuxottica Full time
Diagnostic Advisor - Customer Experience Specialist

Riverside Opticalab Ltd, a world-leading manufacturer and supplier of optical solutions, is seeking a highly skilled Diagnostic Advisor - Customer Experience Specialist to join our team. As a key member of our customer experience team, you will play a critical role in ensuring exceptional customer satisfaction by providing diagnostic support and solutions to our customers.

Key Responsibilities:
  • Assess job/order feasibility by evaluating resources, timelines, and compliance with operational capabilities to ensure successful execution
  • Support customer experience teams and customers by reviewing orders to undertake the necessary execution of these actions: feasibility of order versus control parameters, validation of special or custom orders, redos, and non-adaptation
  • Update KPIs on a daily basis to ensure proper customer satisfaction levels
  • Work closely with lab operation team to provide diagnostic support to customer experience teams to identify and solve problems
  • Provide diagnostic support to Sales Consultants and customers for all product-related issues, including prescription optimization, non-adaptation, adjustment, frame optimization, etc.
  • Train customer experience teams on innovations, new technologies, and lenses
Requirements:
  • Licenced Optician (preferred)
  • Minimum of 5 years' experience in optics or a similar field
  • Good knowledge of the Microsoft Office Suite (Google suite an asset)
  • Good knowledge of the range and variety of products offered
  • Very good knowledge of or willing to learn LMS systems
  • Strong analytical, communications, and problem-solving skills
  • Leadership skills
  • Ability to organize time and ensure follow-ups
  • Ability to perform multiple tasks simultaneously
  • Team player
About EssilorLuxottica:

EssilorLuxottica is a global leader in the design, manufacturing, and distribution of ophthalmic lenses, frames, and sunglasses. We are committed to creating an exceptional workplace that values highly skilled talent in a stimulating environment.