Bilingual Customer Service Representative Intern

Job Description

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 optimal quality customer experience for all communication channels (phone, fax, email, webchat) from internal and external customers; including but not limited to, assisting customer and sales reps. with inquiries, placing orders, updates on latest product offerings or promotions, pending order status, pricing questions, updating of account 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.

Responsibilities

• Processes contact lens orders accurately and efficiently from multiple channels.
• Works to provide First Contact Resolution whenever possible for all communication channels.
• Adhere to the current Quality Assurance Guidelines to ensure we are consistently 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.
• Up-sells products and services for promotions/discontinuations or contests, as required. Educates customer 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.
• As business needs dictate, works extended hours and/or observed holidays to complete daily department goals or tasks to include mandatory overtime.
• Other duties or projects as assigned.
  
  
  

CooperVision’s management team is committed to the development of and implementation of the quality management system and maintaining its effectiveness by communicating to the organization the importance of meeting customer as well as statutory and regulatory requirements.

Qualifications

Knowledge, Skills and Abilities:

• Excellent communication [both verbal and written] and active listening skills in both French and English
• 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:

• Working hybrid 1-3 days in an office environment in line with corporate office standards from our Richmond Ontario, Canada Offices
• Home workspace must be free of noise and distractions with adequate internet speeds to ensure computer and telephony applications can run without interruption / or 5 days in office
• Prolonged sitting in front of a computer
• Must handle an average of 75 +calls per day
• Adheres to Standard Operating Procedures and Regulatory requirements
  
  
  

Experience:

• Not required, but prior Internship experience is a plus.
• Bilingualism is required – fluent in both English and French
  
  
  

Education:

• Current College or University student program
  
  
  

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.