Hybrid Bilingual

**Job Summary**

Responsible for internal and external customer satisfaction and timely handling of customer orders and inquiries. Displays a positive, professional attitude and behaviors in all interactions and responsibilities.

CooperVision is a global leader in the contact lens industry, dedicated to helping improve the way people see every day. Achieving that goal takes the collaboration of team members with wide-ranging skills; from scientists and researchers, to manufacturing and operations experts, to sales and marketing professionals.

At CooperVision, our effort to improve lives begins with our employees. We are committed to developing people as a key global differentiator and our most important asset. We empower employees to succeed, rewarding great thinking and hard work with competitive pay, comprehensive benefits, and with a special focus on wellness. Our commitment to our core values and a diverse, inclusive, employee-centric culture fuel a deeply engaged, high performing organization.

CooperVision employees pride themselves on being proactive, innovative, flexible and friendly. That’s a strong reflection of our corporate culture—and part of the reason CooperVision may be a great workplace for you.

**Knowledge, Skills and Abilities**:

- 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 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
- Affirmative Action/Equal Opportunity Employer. Minority/Female/Disability/Veteran _
- #LI-AK1_

**Essential Functions & Accountabilities**
- Processes contact lens orders accurately and efficiently from multiple channels.
- Works 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.
- Responsible for meeting department productivity and quality standards/metrics for all applicable responsibilities/functions.
- Possesses and effectively utilizes knowledge of current policies and procedures within Customer Service.
- Assists customers and sales reps. with questions and issues. Identifies customer problems and uses proper techniques and tools in decision making to resolve.
- Identifies service errors and report/resolve appropriately.
- Educates customers about other products and services we offer.
- Maintains 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.
- Demonstrates and exemplifies professionalism in performance and attitude; including accountability, initiative and teamwork.
- Supports 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.

CooperVision is a global leader in the contact lens industry, dedicated to helping improve the way people see every day. Achieving that goal takes the collaboration of team members with wide-ranging skills; from scientists and researchers, to manufacturing and operations experts, to sales and marketing professionals.

At CooperVision, our effort to improve lives begins with our employees. We are committed to developing people as a key global differentiator and our most important asset. We empower employees to succeed, rewarding great thinking and hard work with competitive pay,