Bilingual Optical Lab Client Experience Specialist

**Company Overview**:
Shamir Canada is a national premium lens and coating manufacturer that has established itself as a company known worldwide for _innovation, revolutionary technology, and stringent quality_ _assurance practices_. Shamir provides the optical industry with high quality, cutting-edge lens technologies and coatings.

We are looking for a bilingual individual (fluent in English & French) dedicated to building relationships with clients and who is excited to be a part of a dynamic and energetic team. _Shamir offers competitive wages, a comprehensive benefits package, a diverse work environment, and excellent career opportunities._

**Work hours**:8 hour shifts Monday to Friday commencing between 8:00 am and 11:00 am. No more than one shift per week will start later than 9:00 am.

**Duration**:Full-Time Permanent employment.

**Reports To**:Customer Experience Manager

**Job Summary**:
The Optical Lab Client Experience Specialist will build relationships with our Eye Care Professional (Optometry) clients to ensure that the client’s ongoing experience with Shamir is positive. Through the provided training the incumbent will have the knowledge to handle customer inquires in an efficient and ethical manner. The Customer Experience, Production and Sales groups work as a team to deliver high quality lenses and service to the optical industry.

**Responsibilities**:

- Receive and handle incoming customer communication professionally. Ensure customer satisfaction through management of inquiries, and proactively communicating with clients.
- Resolve problems by clarifying issues, exploring alternative solutions, implementing solutions, and escalating unresolved issues. This often involves collaboration with other functional areas of Shamir Canada.
- Build and maintain strong customer relationships and loyalty, through participation in various proactive customer retention initiatives.
- Identify opportunities for improving operation efficiency and performance within the department.
- Support company initiatives and change management as necessary.
- Undertake assignments outside of the normal scope of this role as assigned by Customer Experience Manager to meet the expected outcome.
- Ensure compliance with Standard Operating Procedures (SOPs) to meet company production, quality, and service deadlines.
- Support maintenance of a healthy and safe work environment by keeping the office work areas clean and free of hazards. Comply with all Health & Safety requirements as outlined in Shamir Canada’s Employee Handbook and Health & Safety policies.

**Required Skills**:

- **BILINGUAL -** Excellent communication skills
- written and verbal in English and French.
- Ability to effectively use in-house software. Training will be provided. Proficient in Microsoft Office, including Word, Excel and Windows based software.
- Must be able to work with mínimal supervision, while being proficient and working in a team-based environment.
- Possess a positive work ethic with maturity, integrity, reliability, and accountability.
- Previous experience in an office setting and fast-pasted environment.
- Strong attention to detail, organized, and consistently meeting deadlines.
- Ensure quality work (efficiency in data entry, filing, and etc.).
- Problem solver.
- Conducive to change. Willing to be flexible in job duties.
- Possess superior active listening skills.

**Qualifications**:

- 2-3 years in fast-paced customer service environment or other equivalent experience.
- Previous Optical industry experience (an asset)
- High school diploma or equivalent
- Data entry experience

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

**Benefits**:

- Dental care
- Disability insurance
- Employee assistance program
- Employee stock purchase plan
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Overtime pay

COVID-19 considerations:
We ask applicants to be vaccinated, we provide on-site rapid testing and have physical distancing requirements.

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (preferred)

**Language**:

- English and French (required)