Customer Care Specialist I

Shift: 9:30AM to 6:00PM

SUMMARY
This position is responsible for handling external and internal customer inquiries and concerns with the highest degree of patience, courtesy, and professionalism.
The incumbent will be accountable and responsible for: receiving incoming phone and email inquiries related to our products, orders in process, and general questions, placing calls out to customers regarding pending orders and issues, following up on late or pending orders with customers, updating them on delays, helping them to understand our technologies and products.

Job Responsibilities

• Receive and handle incoming customer calls. (Order taking, work in process or other questions) Maintain expected minimum productivity level (55)
• Follows SPECS protocol on all calls. Maintain QA score min 88%.
• Understands and follows all SOP for all tasks.
•  Provide basic recommendations for product, technical and adaptation questions.
•  Basic knowledge of DVI – lab program screens; competently processes redo, credits, add notes, cancel jobs, tray change, account changes, etc.
• Can provide job status updates.
• Basic optical knowledge. (Rx basics, base curves, frame types.)
• Trouble shoot basic problems (cut out issues, coating incompatibility, thickness, or base curve requirements)
• Identify urgent or problem jobs and make appropriate communications, verbally and/or electronically, and/or using standardized stickers or forms. 
• When necessary, use web access links to look up incoming or delayed shipments from outsource labs.
• Perform basic outbound calls to accounts for missing information or for order issues. 
• Any other duties and tasks and needed or required. 
• COMPETENCIES
• To perform the job successfully, an individual should demonstrate the following competencies:
• Strong organization and time management 
• Strong communication and interpersonal skills
• Strong sense of team spirit
• Proactive/takes initiative.

Education And Qualifications

• Customer Service experience 
• Optical lab experience is an asset.
• Bilingual in French, Mandarin and/or Cantonese is a strong asset.

Physical Demands

• Office environment requires the ability to operate standard office equipment such as computers, keyboards, and photocopiers.
• Sedentary work, regularly required to remain seated in a normal position for long periods of time.
• Ability to walk short distances while carrying small objects.
• Substantial motions of the wrists, hands, and/or fingers
• Required to have good vision to perform tasks on a computer and paper.
• Regularly required to talk and hear, verbally express information or instructions

HOYA Group: Founded in 1941 in Tokyo, Japan, HOYA Corporation is a global technology and med-tech company and a leading supplier of innovative high-tech and medical products. HOYA’s divisions and business units research and develop products utilized in the healthcare and information technology fields. In the healthcare field, we provide medical device products such as eyeglasses, medical endoscopes, contact and intraocular lenses, orthopedic implants, surgical/therapeutic devices and medical device reprocessing and disinfection solutions. In the information technology field, we provide products such as optical lenses, photomasks and blanks used in the manufacturing process for semiconductor and LCD/OLED devices, text-to-speech, human resources and other software solutions and critical components for the mass memory and cloud storage industries. With over 150 offices and subsidiaries worldwide, HOYA currently employs a multinational workforce of 37,000 people.

HOYA Vision Care: As a global leader in optical technology, HOYA Vision Care is dedicated to providing innovative vision care solutions for every stage of a patient’s life. A steadfast partner to Eye Care Professionals around the world, it stands at the forefront of optical excellence. With a global presence, consisting of 43 laboratories and a growing team of 20,000 employees, HOYA Vision Care delivers innovative lenses and other vision care solutions to millions of people in 110 countries.

We focus on a better tomorrow, today. You can become part of our story. HOYA Vision Care is the place where you can act according to your strengths and evolve according to your aspirations. It’s a place where you can shape the way you work, guided by our CLEAR Values, and empowered by generations of expertise. You can get involved in our sustainability initiatives and choose to become a One Vision ambassador. You can give back the gift of sight to people all over the world by deciding to work with us.

We welcome people who challenge us to become better, who share our sense of purpose and who embrace growth so that our vision and mission align. We invite you to find out more, and together we can continue to provide vision for a lifetime.