Customer Service Representative
6 days ago
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.
Key Responsibilities:
- Process customer orders accurately and efficiently from multiple channels.
- Work to provide First Contact Resolution whenever possible for all communication channels as applicable.
- Adhere to Quality Assurance Guidelines to ensure 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 to enhance delivery of service to our customers.
- Assist customers and sales representatives 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 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.
- 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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