SummaryAs a Bilingual Customer Service Specialist, you will play a crucial role in providing exceptional front-line customer care support for prescription lenses. You will act as a liaison between the Lab Operations team and the Customer Contact Center, ensuring customer satisfaction and efficient resolution of issues.
Responsibilities- Triage and escalate customer issues with the lab and customer service management.
- Manage WIP reports and ensure timely customer callbacks for service delays.
- Coordinate with the supply chain team to fulfill backorders and inform customers of delays.
- Conduct outbound calling campaigns for new product launches and promotions.
- Manage inbox for order follow-ups and resolve discrepancies.
- Support front-line agents with lab correspondence and information accuracy.
- Track and maximize order to delivery KPIs with lab teams.
- Develop strong relationships with sales and manufacturing teams for process improvements.
- Track and report recurring issues regarding product quality and service turnaround.
Requirements- Lab Technician or related optical/lab experience.
- High school diploma required.
- Minimum 2 years in a Contact Center environment.
- Intermediate to advanced skills in Outlook, Excel, and PowerPoint.
- Knowledge of SAP transactions for Customer Contact Center support.
- Effective verbal and written communication skills.
- Strong organizational and time management skills.
- Ability to multitask in a constantly changing environment.
- Experience in identifying and reporting quality gaps.
- Ability to travel as needed.
- Bilingual English/French preferred.
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