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 inquiriesResponds to escalated customer inquiries and complaints, ensuring that they are resolved in a timely and satisfactory mannerManages phone system – transfer, park, voice mailFollows-up on customer requests, orders and any further issues promptlyHandles order entry of new jobs with DVI systemEnsures periodic and methodical transmissions of ordersOpens daily delivery boxes and receives framesProcesses customer creditsEnsures follow-up of late jobsParticipates in meetingsPrioritizes, assigns, and supervise the work of all Customer Service RepresentativesAssume complex and specialized customer relation situations involving upset and dissatisfied customersTrain new customer service agentsEnsure implementation of new processes within customer service teamCoordinate workflow process in between Montreal and TorontoOrder office suppliesReport issues to managerCan be delegated additional tasks during manager’s absenceOther 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 assetTyping speed of 40 wpm is an asset.1-2 years call center experience or customer service experience is preferred1-2 years of supervisory experience is preferredKnowledge of optical lenses is preferredWork under pressure and multitaskingAble to solve problems independentlyWe have amazing benefits to support you as an employee at ZEISS!  Medical  

Vision  

Dental  

RPP 

Employee Assistance Program  

Paid time off including vacation, personal, and sick days 

The list goes on!   

 

ZEISS is an equal opportunity employer. 

Your ZEISS Recruiting Team:

Jo Anne Mittelman

COVID-19 Considerations

At ZEISS our highest priority is the safety of our employees and Customers. As a result, we are adopting additional prevention measures to ensure the safety of our employees and Customers. Therefore, any offer of employment is conditional upon you submitting proof that you have been fully vaccinated with a Health Canada or World Health Organization (WHO) approved COVID-19 vaccination as soon as possible and no later than fourteen (14) calendar days prior to the effective start date, in addition to satisfying any other condition(s) that may be set out in an offer. If a candidate fails to satisfy this condition (or any other condition(s) set out in an offer), any offer of employment shall be immediately rescinded.

Accommodation

ZEISS is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices. Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.