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Customer Experience Representative

2 weeks ago

Vancouver, Canada Essilor Full time

Powering Vision

Essilor is an international company and the leading provider of eyeglass lenses in the world. Our mission is improving lives by improving sight, and we work every day to bring good vision to the 4.5 billion people around the globe in need of visual correction. Our products are worn by one billion people daily in 130 countries. Essilor Canada employs more than 1,000 visionaries nationwide throughout its 30 locations.

Join our team as Customer experience representative for a one year contract and be a visionary. Pave the way to a brighter future, both for yourself and all Canadians needing visual correction.

Your mission

Project a professional image of the company, build a trusting relationship with customers and increase their level of satisfaction with the quality of services offered. This role is located in Vancouver and the working hours are from Monday to Friday from 8:00 am to 4:30 pm. The Customer experience representative position is a full-time position.

Your main challenges

Answer questions from our customers with regard to our products and offer technical support;
Contact customers to inform them of any changes to their order or if there are further delay and to offer a solution;
Advise customers on Essilor Group products and suggest an alternative or corresponding product if an item is out of stock;
Do follow-ups with customers when changes affect the promised service;
Work in close collaboration with the sales team;
Provide adequate information to internal and external customers with the help of computer tools and software;
Manage customer files using internal tools (WIP) and monitor their late orders;
Maintain Frame Status change and Frame Return file;
Follow up on customer complaints;
Daily management of service-level reports.

**Profile**:
High school diploma;
3 to 5 years of experience in a similar position;
Good analytical and problem-solving skills;
Detail oriented;
Ability to work in a fast-paced environment with limited supervision
Must be able to multi-task;
Knowledge of Microsoft Office tools and Gmail;
Experience in Optics an asset ;
Experience in Edging & Mounting an asset;
Good communication skills;
Quick learner;
Team player and ability to interact with other departments;
Good English language skills - both written and spoken.

Why work with us?

At Essilor Canada, diversity is one of our most important values. If you have any particular needs, don’t hesitate to contact us and we will work with you at each step of the recruitment process to ensure that you feel at home.