Customer Service Agent

About the role

Join ZEISS in Toronto as a Customer Service Agent, handling a high volume of inbound calls related to order placement, status updates, and general inquiries. You will act as the primary point of contact for customers, ensuring their orders progress smoothly through the network and resolving any product or service issues.

Key responsibilities

• Answer a high volume of incoming calls regarding orders, status updates, and general questions.
• Process customer orders accurately using internal order management systems.
• Track and monitor orders to guarantee timely processing and delivery.
• Proactively follow up on customer requests, orders, and service issues.
• Notify customers promptly of any unexpected delays or changes.
• Maintain accurate documentation of all customer interactions and order updates.
• Manage assigned customer accounts and nurture strong client relationships.
• Utilize the phone system for call transfers, parking, and voicemail management.

Required profile

• High School Diploma; some college coursework preferred.
• 1‑2 years of call‑center experience or 3‑5 years of customer‑service experience.
• Preferably 1‑2 years of optical or lens‑related experience.
• Proficiency in English; bilingualism (English/French) is a significant asset.
• Excellent communication skills and ability to work under pressure.
• Strong problem‑solving abilities and capacity to multitask.

Required skills

• Call handling system (call transfers, parking, voicemail).
• Typing speed of at least 40 words per minute.

What we offer

• Annual salary range of $37,000 – $46,000 CAD.
• Performance‑based bonus eligibility.
• Comprehensive benefits package including medical, vision, dental, RRSP, employee assistance program, and paid time off.
• Opportunities to work with cutting‑edge optical technologies in a global company.