Job title: Customer Service Representative
Department: Customer Service
Location: Delta Park (hybrid)
Working hours: Monday – Friday. 9am to 5:30pm on Mondays, Tuesdays and Fridays, 9am to 5:15pm on Wednesdays and Thursdays
Job Summary – What to Expect
As a Customer Service Representative, your role is to provide high quality, fast and efficient customer service to our customers. Your responsibilities include:
- Answering inbound customer calls
- Receiving and processing customer orders on the ERP system in line with company procedures and customer requirements
- Working closely with other departments to ensure customer orders are shipped to the highest level of service
- Working within the KPIs given by the management team
- Keeping and maintaining records of all orders and relevant documentation for easy reference and auditing purposes
- Ensuring all credit requests are received in written form detailing BP, invoice number/order number, etc.
- Processing credits within one working day, subject to appropriate level of authorization and ensuring they align with CooperVision’s terms and conditions
- Ensuring all internal controls are complied with and taking ownership of the process so that internal and external audits are passed as per SOP
- Scanning all customer credit records and filing them on the computer system
- Ensuring that the credit receipt process is updated daily
- Supporting the management structure and carrying out any additional tasks as required to meet business needs and objectives in accordance with corporate internal control guidelines
About You
- Excellent spoken and written English
- Good organizational, problem‑solving and administration skills; attention to detail is key
- Ability to use own initiative and make decisions within the remit of the role
- Experience with Microsoft Office, ERP and CRM systems for placing orders and maintaining customer communication
- Enthusiastic, flexible, team player who can work alone or within a team with good interpersonal skills
- Confident communicator, able to relate to people at all levels, keep situations calm and provide assistance to internal and external customers
- Strong customer‑facing skills, including clear and precise communication
- Ability to manage multiple priorities while hitting deadlines, targets and KPIs
- Proactive focus on continuous improvement
- Proven problem‑solving skills and excellent communication abilities
- Ability to learn procedures and processes quickly and understand requirements
- Exceptional administration skills
- Ability to collaborate with functional management in a support function
- Good team worker who adapts to situations and people, and utilizes others’ skills and talents
Experience & Education
- Ideally at least one year of experience in a high‑volume call centre environment or contact lens/optical experience
- Proven problem‑solving and excellent communication skills
- Experience dealing with different personalities and the needs of employees and external customers
- Ability to learn procedures and processes quickly and listen to others to understand requirements
- Exceptional administration skills and collaborative dialogue with functional management
- Adaptability to various situations and ability to leverage teammates’ strengths
What We Offer
Competitive compensation and a comprehensive benefits package including 25 days holiday, pension scheme, healthcare cover, life assurance, access to our Wellness Platform, a discounted contact lens scheme, and more. We support your personal and professional development with extensive training, LinkedIn Learning, and opportunities to advance your career.
What You Can Expect
You will be welcomed into a diverse and progressive global business that values inclusive culture and the contributions of different perspectives.
Equal Opportunity Statement
All suitably qualified applicants will receive equal consideration and opportunities from CooperVision.
#J-18808-Ljbffr…