Customer Care Agent

About Us:

How many companies can say they’ve been in business for over 179 years?!

Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles ever-changing 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 46,000 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 Toronto, Canada.

What’s the role?

Handles a high volume of calls daily, taking orders and providing information to customers on how their orders are progressing throughout the network, which includes resolving essential product or service issues and following the escalation process as required.

Sound Interesting?

Here’s what you’ll do:

Answer a high volume of incoming calls related to order placement, order status updates, and general inquiries.

Professionally handle customer calls, addressing questions, concerns, and complaints in a courteous and solution-focused manner.

Effectively utilize the phone system, including call transfers, call parking, and voicemail management.

Process customer orders accurately and efficiently within internal systems.

Track and monitor orders to ensure timely processing and delivery.

Proactively follow up on customer requests, orders, and service issues to ensure resolution.

Notify customers promptly of any unexpected delays or changes.

Manage assigned customer accounts and maintain strong client relationships.

Maintain accurate documentation of customer interactions and order updates.

Do you qualify?

High School Diploma with some college preferred

1-2 years of call center experience or 3 - 5 years of customer service experience is preferred.

1-2 years of optical experience is preferred.

Knowledge of ZEISS lenses is preferred.

Typing speed of 40 wpm is an asset.

Excellent communication skills.

Ability to work under pressure and multitask.

Ability to solve problems independently.

Should be able to work on a flexible shift from 9 am to 8 pm

The annual pay range for this position is $37,000 – $46,000

The pay offered for this role may be influenced by factors such as job location, scope of role, qualifications, education, experience, & complexity/specialization/scarcity of talent.

This position is also eligible for a performance bonus or sales commissions.

We have amazing benefits to support you as an employee at ZEISS!

Medical

Vision

Dental

RPP

Employee Assistance Programs

Paid time off including vacation, personal, and sick days

The list goes on!

Your ZEISS Recruiting Team:

Jo Anne Mittelman

As part of our recruitment process, we currently do not use Artificial Intelligence (AI) to assess applications or make hiring decisions. This job posting is for an existing vacancy.

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.