CUSTOMER SERVICE AGENT

Mascouche

*On-site position with two day of telecommuting per week after probation.

*Full-time, 35 to 40 hours per week, Monday to Friday, year-round.

Are you passionate about customer service, interested in the optical field and looking to join a dynamic team while working a weekday schedule? We’re currently looking for a full-time customer service expert to join our Contact Centre team of agents at our head office in Mascouche. Find out more below.

WHO WE ARE

With a history that stretches back 40 years, Doyle today has 23 clinics located in the Greater Montreal and Quebec City regions, staffed by more than 55 optometrists, who are assisted by an experienced team of more than 70 dispensing opticians. A proud Quebec company that is 100% owned by eye care professionals, Doyle and its team of over 275 employees are committed to providing personalized eye care and high-quality products.

Why join our Contact Centre team?

• We're looking for experts in customer service, not sales; no pressure to perfomr! The agent's main role is to provide personalized customer service for appointments, orders and information requests.
• A weekday job from Monday to Friday between 8:30 a.m and 6 p.m. (minimum 2 days a week until 6 p.m.) to facilitate work/life balance. A work schedule varying between 35 and 40 hours is possible, depending on your preference
• One-to two week training course, supervised and accompanied by our team leader to ensure you’re well equipped before you start
• Coffee available at all times
• Team-building activities
• A small  team of a dozen dedicated agents committed to customer service
• Possibility of hybrid work (1 day/week) after probation period

Why work at DOYLE OPTOMETRISTS AND OPTICIANS?

• Purchase program for employees and family members
• Group insurance based on your needs (flex program) including health professionals, vision care and travel insurance
• Virtual care services with Telus Health
• Benefit sharing program
• Possibility of contributing to an RRSP
• Paid vacation and sick leave, plus 2 additional days during the holiday season
• Corporatediscount (gym and yoga)
• Employee referral program
• Free-on site parking
• Many social activities during the year: we organize the best Christmas parties and several after-work events
• Socially engaged company: we contribute to the Fondation Charles-Bruneau and Breakfast Club of Canada, among others
• Rapidly growing organization: we continue to expand in the Montreal area and, more recently, in Quebec City

A TYPICAL DAY

As a Contact Centre agent, you will be responsible mainly for answering calls, emails and chats from the organization’s present and future customers. You will manage communications by offering solutions that meet the person’s needs and expectations. Your goal: guarantee an exceptional customer experience!

RESPONSIBILITIES

• Answer calls, email and online chat requests from customers
• Schedule optometrist appointments in the computer calendar (via phone, email and other digital channels)
• Manage and organize the optometrists’ schedule
• Repond to customer requests for information, ensuring customer satisfaction
• Ensure that all customer complaints are forwarded to the manager
• Provide customers with all the information they need to make an informed decision
• Master and use established telephone protocols
• Promote the organization’s various services to customers
• Provide high-quality customer service, both on the phone and virtually
• Enter correct information in the computer system to ensure high-quality follow-up