Customer Service Lead

at  ZEISS Group

Montréal, QC, Canada -

Start DateExpiry DateSalaryPosted OnExperienceSkillsTelecommuteSponsor Visa
Immediate30 Jan, 2025Not Specified30 Oct, 20241 year(s) or aboveGood communication skillsNoNo
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Description:

Position Summary:
Oversees the daily operations of the customer service department and ensures that customer inquiries and complaints are addressed in a timely and efficient manner. The lead will manage a team of customer service representatives, monitor performance metrics, and develop strategies to improve customer satisfaction and retention.
About Us:
How many companies can say they’ve been in business for over 177 years?!
Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles the everchanging environments in a fast-paced world, meeting it with cutting edge of technologies and continuous advancements. ZEISS believes that innovation and technology are the key to a sustainable future and solutions for global change. We have a diverse range of portfolios throughout the ZEISS family in segments like, Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology. We are a global company with over 42,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team!
Location/Region: This position is located in Montreal area.
What’s the role?
As a Customer Service Lead, you get to work with an astonishing team that plays a vital role in Carl Zeiss Vision Canada. Show case your skills and experience with process enhancement.
Sound Interesting?

Here’s what you’ll do:

  • Answers phone calls and emails – takes orders, responds to complaints and inquiries
  • Responds to escalated customer inquiries and complaints, ensuring that they are resolved in a timely and satisfactory manner
  • Manages phone system – transfer, park, voice mail
  • Follows-up on customer requests, orders and any further issues promptly
  • Handles order entry of new jobs with DVI system
  • Ensures periodic and methodical transmissions of orders
  • Opens daily delivery boxes and receives frames
  • Processes customer credits
  • Ensures follow-up of late jobs
  • Participates in meetings
  • Prioritizes, assigns, and supervise the work of all Customer Service Representatives
  • Assume complex and specialized customer relation situations involving upset and dissatisfied customers
  • Train new customer service agents
  • Ensure implementation of new processes within customer service team
  • Coordinate workflow process in between Montreal and Toronto
  • Order office supplies
  • Report issues to manager
  • Can be delegated additional tasks during manager’s absence
  • Other duties as assigned

Do you qualify?

  • Post secondary degree from an accredited institution is preferred.
  • Must be bilingual (English/French)
  • Knowledge of ZEISS lenses is an asset
  • Typing speed of 40 wpm is an asset.
  • 1-2 years call center experience or customer service experience is preferred
  • 1-2 years of supervisory experience is preferred
  • Knowledge of optical lenses is preferred
  • Work under pressure and multitasking
  • Able to solve problems independently
  • We have amazing benefits to support you as an employee at ZEISS!
  • Medical
  • Vision
  • Dental

Responsibilities:

  • Answers phone calls and emails – takes orders, responds to complaints and inquiries
  • Responds to escalated customer inquiries and complaints, ensuring that they are resolved in a timely and satisfactory manner
  • Manages phone system – transfer, park, voice mail
  • Follows-up on customer requests, orders and any further issues promptly
  • Handles order entry of new jobs with DVI system
  • Ensures periodic and methodical transmissions of orders
  • Opens daily delivery boxes and receives frames
  • Processes customer credits
  • Ensures follow-up of late jobs
  • Participates in meetings
  • Prioritizes, assigns, and supervise the work of all Customer Service Representatives
  • Assume complex and specialized customer relation situations involving upset and dissatisfied customers
  • Train new customer service agents
  • Ensure implementation of new processes within customer service team
  • Coordinate workflow process in between Montreal and Toronto
  • Order office supplies
  • Report issues to manager
  • Can be delegated additional tasks during manager’s absence
  • Other duties as assigne


REQUIREMENT SUMMARY

Min:1.0Max:2.0 year(s)

Outsourcing/Offshoring

Sales / BD

Customer Service

Diploma

Proficient

1

Montréal, QC, Canada