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Bilingual Customer Care Specialist

3 weeks ago

Mississauga, Canada Hoya Vision Care Full time

**SHIFT: 9:00AM to 5:30PM**

**SUMMARY**
This position is responsible for handling external and internal customer inquiries and concerns with the highest degree of patience, courtesy, and professionalism.
Positive intention and positive language are used to communicate effectively with our broad range of customers.

**JOB RESPONSIBILITIES**
- Receive and handle incoming customer calls. (order taking, work in process or other questions)
- Follow scripting, or other professional communication as required by HOYa
- Understands and follows all SOP for all tasks
- Provide basic recommendations for product, technical and adaptation questions
- Good working knowledge of DVI screens; competently processes all types of redo, credits, add notes, cancel jobs, tray change, account changes, etc.
- Able to identify in house vs. outsource lab orders, and transmits accordingly
- Trouble shoot basic problems (cut out issues, coating incompatibility, thickness, or base curve requirements)
- Identify urgent or problem jobs and make appropriate communications, verbally and/or electronically, and/or using standardized stickers or forms.
- When necessary, use web access links to look up incoming or delayed shipments from outsource labs.
- Accurately attach patterns, verify patterns and quality of trace/ shape modification.
- Perform outbound calls to accounts, to endorse new products and promotions.
- Any other duties and tasks and needed or required.

**COMPETENCIES**
To perform the job successfully, an individual should demonstrate the following competencies:

- Strong organization and time management
- Strong communication and interpersonal skills
- Strong sense of team spirit
- Proactive/takes initiative

**EDUCATION AND QUALIFICATIONS**
- Optical lab experience preferred
- Customer Service experience
- Bilingual French and English speaking is mandatory
- Understanding of DVI operating system is an asset

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

**Salary**: From $23.00 per hour

**Benefits**:

- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday
- Morning shift
- Overtime

Supplemental pay types:

- Bonus pay
- Overtime pay

**Education**:

- Secondary School (preferred)

**Experience**:

- Call center: 1 year (preferred)
- Customer service: 1 year (preferred)

**Language**:

- French (required)

Shift availability:

- Day Shift (preferred)

Work Location: In person