CooperVision Customer Service Executive in Chile
CooperVision, a unit of The Cooper Companies, Inc. (NYSE:COO), is one of the world’s leading manufacturers of soft contact lenses and related products and services. The Company produces a full array of monthly, two-week and 1-day lenses, all featuring advanced materials and optics. CooperVision has a strong heritage of solving the toughest vision challenges such as astigmatism and presbyopia; 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, visitwww.coopervision.com.
JOB TITLE: Customer Service Executive
DEPARTMENT: Customer Service
Responsible for providing optimal quality customer experience for all inbound phone calls from internal and external customers. Including but not limited to, assisting customer 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 and the goals and objectives of the Department.
ESSENTIAL FUNCTIONS* *
Works to provide First Call Resolution whenever possible by promptly answering customer’s inbound phone calls for assistance or order placement. Must maintain < 25% Not Ready Time on a monthly basis.
Adheres to the call criteria in the Quality Assurance Guidelines to ensure we are providing quality service that enhances the customer experience and promotes the CooperVision Brand. Must maintain a minimum of 94% or higher score on your monthly Quality call monitoring.
Possesses and effectively utilizes knowledge of current policies and procedures within the Call Center.
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 customer with questions and issues. Identifies customer problems and uses proper techniques in decision making to resolve.
Identifies service errors and report/resolve appropriately.
Up-selling of products and services for promotions/discontinuations or contests, as required. Educates customer about other products and services we offer.
Ability to learn and take on additional responsibilities; complete other projects as assigned.* *
/KNOWLEDGE, SKILLS AND ABILITIES/
Excellent communication skills, both verbal and written.
Able to type at least 40 wpm accurately including spelling.
Intermediate skill in the use of Excel, Word, Outlook and PowerPoint. Advanced preferred.
Knowledge of and experience with Salesforce.com preferred.
Excellent written and organizational skills.
PC literate, keyboarding skills.
Able to prioritize and work in a fast paced, constantly changing environment with the ability to multitask.
Attention to detail and excellent time management.
Ability to read and understand technical material such as SOP’s, Product Parameters and Specifications.
Must maintain knowledge of all products, prices, accessories and literature, shipment and availability of product, policies and procedures.
Strong business acumen and ability to learn new programs, products and processes when implemented.
Ability to understand, apply and explain company policies and procedures.
Self-motivated and has the ability to project a positive attitude.
Bilingual candidates are desirable. (fluent in English and Spanish)
Has an interest and takes responsibility to build current skill set and gain knowledge.
Interpersonal skills: Customer Service Professionals interact with many different people. Creating and maintaining positive relationships is an essential part of a Customer Service Professional’s job including and maintaining themselves in a professional and friendly manner at all times.
Listening and Communication skills: Customer Service Professional must possess active listening skills and be engaged when communicating with customers.
Patience: Customer Service Professionals must be patient and polite, especially when dealing with difficult or upset customers.
Problem-solving skills: When addressing customer issues, Customer Service Professionals need to analyze situations, investigate problems, and determine solutions./ /
Acts as an ambassador for CooperVision, supporting Company Mission, Purpose, Promise and Values.
Prolonged sitting in front of a computer.
Must respond to an average of 100-140 calls per day.
Adheres to Standard Operating Procedures and Regulatory requirements.
Ready and available to take calls at a minimum 75% of the day.
Professional office environment in line with corporate office standards./ /
High school diploma or equivalent required.
College degree preferred./ /
Minimum of (3) years Customer Service experience in a call center environment required (internal or external), medical device field preferred.
Bilingual candidates are desirable. (fluent in English and Spanish).
Job: *Customer Service
Organization: *Customer Service
Title: Customer Service Executive
Requisition ID: CHI0126