Bilingual Customer Service & Support Specialist I

• Provide first-contact resolution across phone, fax, chat, email, and correspondence channels
• Follow Quality Assurance Guidelines to enhance customer experience and promote the Cooper Vision brand
• Meet department productivity and quality standards/metrics
• Use current policies and procedures to support customer service
• Operate multiple computer and client-management applications
• Update systems to retrieve and maintain accurate information
• Enter sales orders accurately into the ERP system from phone, email, or chat
• Assist customers with questions and issues and resolve problems using appropriate decision-making techniques
• Identify, report, and resolve service errors
• Maintain knowledge of products, prices, accessories, literature, shipments, availability, policies, and procedures
• Respond to inquiries promptly and accurately
• Support one to four phone queues plus email and web chat
• Collaborate with Sales, IT, Consultation, Manufacturing, Distribution, Credit, and other internal partners
• Work extended hours or mandatory overtime as business needs dictate
• Support Cooper Vision and department objectives

• Minimum of two years of customer service experience required; call center experience preferred
• Fully bilingual in English and French; fluent written and spoken English and French required
• High school diploma or equivalent required
• Excellent verbal and written communication and active listening skills
• Excellent, fast, and accurate keyboard skills
• Intermediate proficiency in Excel, Word, Outlook, and PowerPoint; advanced proficiency preferred
• Attention to detail and problem-resolution skills
• Customer focus and ability to build positive internal and external customer relationships
• Ability to prioritize, multitask, and work in a fast-paced, constantly changing environment
• Ability to read and understand SOPs, product parameters, and specifications
• Strong business acumen and ability to learn new programs, products, and processes
• Ability to understand, apply, and explain company policies and procedures
• experience preferred
• ERP order-entry/order-management experience is a plus
• Eyecare medical industry knowledge is a plus
• Ability to work from home and/or a professional office environment
• Must be within commuting distance of the Richmond Hill office, up to 50 km
• Adherence to Standard Operating Procedures and regulatory requirements

Demonstrates strong customer service skills with a focus on first-contact resolution across multiple communication channels. Proficient in managing customer inquiries and utilizing ERP systems while maintaining attention to detail and adherence to quality standards.

• Bilingual In English And French
• Customer Service Experience
• ERP Order-Entry/Order-Management
• Experience
• Attention To Detail

• Customer Service
• ERP Systems
• Order Management
• Keyboard Skills
• Microsoft Excel
• Microsoft Word
• Microsoft Outlook
• Microsoft Power Point
• Problem Resolution
• SOP Understanding

• Verbal Communication
• Written Communication
• Active Listening
• Customer Focus
• Multitasking

• High School Diploma Or Equivalent

• Eyecare Medical Industry
• Quality Assurance Guidelines
• Standard Operating Procedures
• Regulatory Requirements

• Client-Management Applications
• Computer Applications