Customer Service Agent

About Us

Here at ZEISS, we have been in business for over 180 years, pioneering science and technology across various segments including Industrial Quality & Research, Medical Technology, Consumer Markets, and Semiconductor Manufacturing Technology. With a global presence of over 46,000 employees and more than 4,000 in North America, we strive for innovation and sustainable solutions worldwide.

Toronto, ON

Proficiency in English is required;
Bilingualism (English/French) is a significant asset for covering the Quebec/Montreal market.

Handles a high volume of calls daily, taking orders and providing information to customers on how their orders are progressing throughout the network, which includes resolving essential product or service issues and following the escalation process as required.

• Answer a high volume of incoming calls related to order placement, order status updates, and general inquiries.
• Professionally handle customer calls, addressing questions, concerns, and complaints in a courteous and solution-focused manner.
• Effectively utilize the phone system, including call transfers, call parking, and voicemail management.
• Process customer orders accurately and efficiently within internal systems.
• Track and monitor orders to ensure timely processing and delivery.
• Proactively follow up on customer requests, orders, and service issues to ensure resolution.
• Notify customers promptly of any unexpected delays or changes.
• Manage assigned customer accounts and maintain strong client relationships.
• Maintain accurate documentation of customer interactions and order updates.
• Perform other related duties and responsibilities as assigned.

• High School Diploma with some college preferred
• 1-2 years of call center experience or 3-5 years of customer service experience is preferred.
• 1-2 years of optical experience is preferred.
• Knowledge of ZEISS lenses is preferred.
• Typing speed of 40 wpm is an asset.
• Excellent communication skills.
• Ability to work under pressure and multitask.
• Ability to solve problems independently.

The annual pay range for this position is $37,000 – $46,000. This position is also eligible for a performance bonus.

We have amazing benefits to support you as an employee at ZEISS:

• Medical
• Vision
• Dental
• RRSP
• Employee Assistance Program
• Paid time off including vacation, personal, and sick days

The list goes on!

As part of our recruitment process, we currently do not use Artificial Intelligence (AI) to assess applications or make hiring decisions. This job posting is for an existing vacancy.

The Company reserves the right to interpret, amend, or otherwise modify, in whole or in part, any job description at any time, at its sole discretion.

ZEISS is committed to creating an accessible and inclusive organization. We are committed to providing barrier‑free and accessible employment practices. Should you require Code‑protected accommodation through any stage of the recruitment process, please let us know and we will work with you to meet your needs.