Bilingual Customer Service & Support Specialist I

About the role

We are seeking a fully bilingual (English/French) Customer Service & Support Specialist I to join our Richmond Hill office. You will be the first point of contact for internal and external customers across phone, fax, chat, and email, delivering a seamless experience and supporting the CooperVision brand.

Key responsibilities

• Provide first‑contact resolution for inquiries, order placement, product updates, pricing questions, and account changes.
• Enter sales orders accurately into the ERP system via phone, email, or chat.
• Maintain up‑to‑date knowledge of product catalog, pricing, promotions, and shipping availability.
• Adhere to quality‑assurance guidelines and meet productivity and quality metrics.
• Collaborate with sales, logistics, and other internal partners to resolve issues and improve service.
• Work extended hours or mandatory overtime as business needs dictate.

Required profile

• Fully bilingual in English and French.
• Within 50 km commuting distance to Richmond Hill office.
• Strong communication skills and a customer‑focused attitude.
• Ability to work independently and as part of a team.

Required skills

• Proficiency with ERP systems.
• Experience using client‑management or CRM software.
• Ability to navigate multiple computer applications efficiently.