Bilingual Customer Service Representative

1 week ago

Richmond Hill, Canada CooperVision Full time

**Bilingual Customer Service Representative**
**-**
**RIC0076**

**Description**

**Job Summary**

**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.
- Up-sells products and services for promotions/discontinuations or contests, as required. Educates customer 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.
- As business needs dictate, works extended hours and/or observed holidays to complete daily department goals or tasks to include mandatory overtime.
- Other duties or projects as assigned.

**Qualifications**

**Knowledge, Skills and Abilities**:

- Excellent communication [both verbal and written] and active listening skills in both French and English
- PC literate, 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 +calls 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

LI-JI1

**Job***: Customer Service

**Primary Location***: Canada-Ontario-Richmond Hill

**Schedule***: Full-time

**Unposting Date***: Ongoing

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