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

Job Description

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Responsible for providing optimal customer experience for all communication channels (phone, fax, chat and correspondence) from internal and external customers; including but not limited to; customer and Sales Representative inquiries, placing orders, updates on latest product offerings or promotions, pending order status, pricing questions, updating account information, and follow-up to exceed customer needs and expectations. Supports team concepts, the goals and objectives of the department.

• The candidate must be within commuting distance to our Richmond Hill office (up to 50 km from the office).
• The candidate must be Fully bilingual (English / French)

At Cooper Vision, a business unit of Cooper Companies (Nasdaq: COO), we’re 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.

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Responsible for providing optimal customer experience for all communication channels (phone, fax, chat and correspondence) from internal and external customers; including but not limited to; customer and Sales Representative inquiries, placing orders, updates on latest product offerings or promotions, pending order status, pricing questions, updating account information, and follow-up to exceed customer needs and expectations. Supports team concepts, the goals and objectives of the department.

• The candidate must be within commuting distance to our Richmond Hill office (up to 50 km from the office).
• The candidate must be Fully bilingual (English / French)

• Provides First Contact Resolution whenever possible for all communication channels.
• Adheres to the applicable Quality Assurance Guidelines to ensure we are providing quality service that enhances customer experience and promotes the Cooper Vision 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…