Bilingual (English / French) Customer Service & Support Specialist I

CooperCompanies

18h•Hybrid

About The Position

At CooperVision, a business unit of CooperCompanies, we are driven by a unified purpose of helping people experience life's beautiful moments. We are connected through our shared values - dedicated, innovative, friendly, partners, and do the right thing. As a leading global manufacturer of contact lenses, we are committed to helping improve the way people see each day. Through our diverse lens portfolio, we tackle the toughest vision challenges – including astigmatism, presbyopia, and childhood myopia. We offer the most complete collection of spherical, toric, and multifocal products available, enabling us to fit 99% of all contact wearers. This role is responsible for providing an optimal customer experience for all communication channels (phone, fax, chat and correspondence) from internal and external customers. This includes, but is not limited to, handling customer and Sales Representative inquiries, placing orders, providing updates on latest product offerings or promotions, checking pending order status, answering pricing questions, updating account information, and following up to exceed customer needs and expectations. The role supports team concepts and the goals and objectives of the department. The candidate must be fully bilingual (English / French) and within commuting distance to our Richmond Hill office (up to 50 km from the office).

Requirements

Excellent communication [both verbal and written] and active listening skills
Excellent keyboard skills, fast and accurate
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 and supports goals and objectives of the department
Minimum of two (2) years Customer Service experience required, in a call center environment preferred
Bilingual skills are required (fluent in English and French)
High school diploma or equivalent required
The candidate must be within commuting distance to our Richmond Hill office (up to 50 km from the office)

Nice To Haves

Advanced skill level in the use of Excel, Word, Outlook, and PowerPoint.
Knowledge of and experience with Salesforce.com preferred
Background with ERP (order entry/order management systems) is a plus
Knowledge of the Eyecare Medical Industry is a plus.
College degree preferred

Responsibilities

Provides First Contact Resolution whenever possible for all communication channels.
Adheres to the applicable Quality Assurance Guidelines to ensure quality service that enhances 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 the department.
Works with multiple computer applications; working with latest client management software applications to enhance service delivery to our customers.
Updates/utilizes applications/systems as necessary to reflect/retrieve accurate information.
Accurately and efficiently enters sales orders into ERP system received by phone, email or chat.
Assist customers with questions and issues.
Identifies customer problems and uses proper techniques in decision making to resolve.
Identifies service errors and report/resolve appropriately.
Maintains knowledge of all products, prices, accessories and literature, shipment and availability of products, policies and procedures to effectively service the customer.
Responds to all inquiries in a timely and accurate manner.
Demonstrates and exemplifies professionalism in performance and attitude, including accountability, initiative and teamwork.
Supports CVI and Department objectives.
As business needs dictate, work extended hours to complete daily department goals or tasks to include mandatory overtime.
Collaborate with internal partners (Sales, IT, Consultation, Manufacturing, Distribution, Credit, etc.) using all channels (Teams, phone, email, meetings, etc.).
Utilizes/updates multiple computer applications in support of the customer/client to enhance service to our customers and internal partners.
Supports 1-4 phone queues including email and web chat.
Responds to all inquiries in a timely and accurate manner.
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 to complete daily department goals or tasks to include mandatory overtime.
Collaborate with internal partners (Sales, IT, Consultation, Manufacturing, Distribution, etc.) using all channels (teams, phone, email, meeting, etc.).
Utilizes/updates multiple computer applications in support of the customer/client to enhance service to our customers and internal partners.
1-4 Phone Queues in addition to email and web chat.
As business needs dictate, may work extended hours to complete daily department goals or tasks to include mandatory overtime.