Customer Service Representative

4 weeks ago

Richmond Hill, Ontario, Canada CooperCompanies Full time
Job Summary

We are seeking a highly skilled and bilingual Customer Service Representative to join our team at CooperCompanies. As a key member of our customer service team, you will be responsible for providing exceptional customer experiences to both internal and external customers through various communication channels.

Key Responsibilities
  • Process contact lens orders accurately and efficiently from multiple channels.
  • Work to provide First Contact Resolution whenever possible for all communication channels as applicable.
  • Adhere to the applicable Quality Assurance Guidelines to ensure we are providing quality service that enhances the customer experience and promotes the CooperVision brand.
  • Meet department productivity and quality standards/metrics for all applicable responsibilities/functions.
  • Possess and effectively utilize knowledge of current policies and procedures within Customer Service.
  • Work with multiple computer applications; working with latest client management software applications to enhance delivery of service to our customers.
  • Assist customers and sales reps. with questions and issues. Identify customer problems and use proper techniques and tools in decision making to resolve.
  • Identify service errors and report/resolve appropriately.
  • Educate customers about other products and services we offer.
  • Maintain 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.
  • Demonstrate and exemplify professionalism in performance and attitude; including accountability, initiative and teamwork.
  • Support CVI and Department objectives.
  • Supportive to work extended hours and/or observed holidays to complete daily department goals or tasks to include mandatory overtime from time to time as needed.
Requirements
  • Excellent communication [both verbal and written] and active listening skills in both French and English.
  • Excellent computer skills, able to type at least 40 wpm accurately.
  • 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 understand, apply and explain company policies and procedures.
  • Ability to project a positive attitude.
Work Environment
  • Professional office environment in line with corporate office standards
  • Prolonged sitting in front of a computer
  • Must handle an average of 75 + customer contacts per day
  • Adheres to Standard Operating Procedures and Regulatory requirements
Experience
  • Minimum of three (3) years Customer Service experience in a call center environment required; B2B experience preferred
  • Bilingual skills are required (fluent in English and French)
Education
  • High school diploma or equivalent required
  • College degree preferred

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