Customer Experience Specialist - Optical

Job Description

Job Description

Position Summary :

Job Title : Technical Advisor - Optical

Duration : 03-06+ Months Contract (Possibility of Extension)

Location :  Burnaby, BC V5E 2P7

Note : Licenced Optician (required)

Job Description : General Function :

As a Technical Advisor - Customer Experience, you will support the Ontario ECP market and contributes to increase customer satisfaction by assisting customers by analyzing their preproduction orders, proposing solutions to various problems reported by customers and providing quality technical support, while collaborating with all departments involved.

Key Functions :

• Ensure customer requests from the Varilux Hotline and web platform are answered in less than one hour
• Ensure Customer Experience requests are answered within the hour
• Support Customer Experience teams and customers by reviewing orders (phone, fax, mail, web) to undertake the necessary execution of these actions :
• Feasibility of order versus control parameters
• Validation of special or custom orders
• Redos
• Non-adaptation.
• Update KPIs on a daily basis to ensure proper customer satisfaction levels
• Work closely with lab technical teams and continuous improvement teams
• Provide technical support to customer experience teams to identify and solve problems
• Provide technical support to Sales Consultants and customers for all product-related issues (prescription optimization, non-adaptation, adjustment, frame optimization, etc.)
• Provide technical support to internal customers
• Know in detail the products and their positioning to provide appropriate technical support
• Train Customer Experience teams on innovations, new technologies and lenses
• Collaborate with informal teams on various continuous improvement projects (% of return per customer, etc.)
• May be required to travel to customers and participate in seminars.

Qualifications :