Hybrid Bilingual (English / French) Customer Service Representative

CooperVision, a division of CooperCompanies (NASDAQ:COO), is one of the world’s leading manufacturers of soft contact lenses. The Company produces a full array of daily disposable, two-week and monthly contact lenses, all featuring advanced materials and optics. CooperVision has a strong heritage of solving the toughest vision challenges such as astigmatism, presbyopia and childhood myopia; and offers the most complete collection of spherical, toric and multifocal products available. Through a combination of innovative products and focused practitioner support, the company brings a refreshing perspective to the marketplace, creating real advantages for customers and wearers. For more information, visit www.coopervision.com

Job Summary

Responsible for providing a quality customer experience to both internal and external customers. Channels include phone, fax, email, and webchat. Duties including but not limited to, assisting customers and sales representatives with inquiries, accurate order processing, order status, pricing inquiries, product information and any internal follow up to exceed customer needs and expectations. Supports team concepts as well as the goals and objectives of the department.

Responsible for internal and external customer satisfaction and timely handling of customer orders and inquiries. Displays a positive, professional attitude and behaviors in all interactions and responsibilities.

Essential Functions & Accountabilities

• Processes contact lens orders accurately and efficiently from multiple channels.
• Works to provide First Contact Resolution whenever possible for all communication channels as applicable.
• Adhere to the applicable Quality Assurance Guidelines to ensure we are providing 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; working with latest client management software applications to enhance delivery of service to our customers. 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 report/resolve appropriately.
• Educates customers about other products and services we offer.
• Maintains knowledge of all products, prices, accessories and 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.

Knowledge, Skills and Abilities:

• 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. Advanced preferred.
• 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.
• Knowledge of and experience with Salesforce.com preferred.
• 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.

Work Environment:

• Professional office environment in line with corporate office standards
• Prolonged sitting in front of a computer
• Must handle an average of 75 + customer contacts per day
• Adheres to Standard Operating Procedures and Regulatory requirements

Experience:

• Minimum of three (3) years Customer Service experience in a call center environment required; B2B experience preferred
• Bilingual skills are required (fluent in English and French)

Education:

• High school diploma or equivalent required
• College degree preferred

Affirmative Action/Equal Opportunity Employer. Minority/Female/Disability/Veteran

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