Diagnostic Advisor

3 days ago

Ottawa, Ontario, Canada EssilorLuxottica Full time

Riverside Opticalab Ltd is a world-leading manufacturer and supplier of optical solutions, committed to improving sight and empowering customers with expertise and efficiency. As a Bilingual Diagnostic Advisor – Customer Experience, you will support the Riverside Ottawa ECP market and contribute to increasing customer satisfaction by analyzing preproduction orders, proposing solutions to problems reported by customers, and providing quality diagnostic support.

Key Responsibilities:

  • Ensure Customer Experience teams answer customer inquiries within the hour
  • Assess job/order feasibility by evaluating resources, timelines, and compliance with operational capabilities
  • Support Customer Experience teams and customers by reviewing orders (phone, fax, mail, web) and undertaking necessary execution
  • Update KPIs on a daily basis to ensure proper customer satisfaction levels
  • Work closely with lab operation teams
  • Provide diagnostic support to customer experience teams, sales consultants, and customers for product-related issues

Qualifications:

  • Licenced Optician (preferred)
  • Minimum 5 years' experience in optics or a similar field
  • Good knowledge of Microsoft Office Suite (Google Suite an asset)
  • Strong analytical, communication, and problem-solving skills
  • Leadership skills

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