Bilingual (English / French) Customer Service Specialist

CooperCompanies

7h•Onsite

About The Position

Responsible for providing a quality customer experience to both internal and external customers through various channels including phone, fax, email, and webchat. Duties include assisting customers and sales representatives with inquiries, accurate order processing, order status, pricing inquiries, product information, and internal follow-up to exceed customer needs and expectations. Supports team concepts and departmental goals and objectives, ensuring internal and external customer satisfaction and timely handling of orders and inquiries. Displays a positive, professional attitude and behaviors in all interactions and responsibilities.

Requirements

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.
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 understand, apply and explain company policies and procedures.
Ability to project a positive attitude.
Minimum of three (3) years Customer Service experience in a call center environment required.
Bilingual skills are required (fluent in English and French).
High school diploma or equivalent required.

Nice To Haves

Advanced skill level in the use of Excel, Word, Outlook and PowerPoint preferred.
Knowledge of and experience with Salesforce.com preferred.
B2B experience preferred.
College degree preferred.

Responsibilities

Processes contact lens orders accurately and efficiently from multiple channels.
Works to provide First Contact Resolution whenever possible for all communication channels as applicable.
Adheres to applicable Quality Assurance Guidelines to ensure 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.
Works with multiple computer applications, including latest client management software applications, to enhance service delivery.
Updates/utilizes applications/systems as necessary to reflect/retrieve accurate information.
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 reports/resolves them appropriately.
Educates customers about other products and services offered.
Maintains knowledge of all products, prices, accessories, 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.