Customer Service Associate Italy

**Job Requisition No**
VN8153**Work Location Name**
France - Toulouse (BVI)**Worker Basis**
Full Time**Worker Type**
Employee**Applications Close Date**
Apr 30, 2025**Purpose**
- Support customers by providing timely, relevant information, resolving questions, responding to complaints and going the extra mile to engage with customers whilst performing duties in an efficient professional and courteous manner.
Act as front-line support for customers, to ensure customers are satisfied with products, services, and features.
Building sustainable relationships of trust through open and interactive communication both internally & externally. Maintain records of customer interactions, process customer orders, follow communication procedures, guidelines & policies.

**Key Responsibilities**
- Ensure all customer calls/enquiries are handled within agreed timescales.
- Record information on calls received; maintain detailed and accurate records through ERP & CRM system.
- Identify, resolve and record customer interactions liaising with Manufacturing sites and other internal departments and locations as required
- Prioritise workload, organise own time so that deadlines are met and enquires are answered promptly or passed to the appropriate person
- Process orders, return authorizations and credit note requests timely & accurately
- Other duties, special projects as required

**Qualification**

**REQUIRED KNOWLEDGE, SKILLS AND ABILITIES**
- Knowledge of MS Office suite
- Knowledge of Customer Service Skills & Practices
- Knowledge of company policies & processes
- Advanced Telephone skills
- Advanced keyboard accuracy
- Intermediate Excel skills
- Ability to use positive language
- Ability to balance multiple priorities
- Ability to establish and maintain effective working relationships with coworkers, managers and customers
- Ability to remain calm, especially when under pressure
- Positive interactions with members of organisation
- Time management

**MINIMUM REQUIRED EDUCATION AND EXPERIENCE**
- Minimum bachelor Degree Level education.
- Native Italian, fluent English and French
- Must have excellent PC/system skills and be computer literate with the ability to learn software programs e.g. Microsoft Office and other databases (ERP Systems)
- Exceptional attention to detail & accuracy
- Strong communication & interpersonal skills
- Strong problems solving skills with high energy and adaptability
- Understand & demonstrate BVI Vision & Core Values
- Calm & consistent demeanour
- Language skills an advantage
- Demonstrable ability to work within an environment of consensus and cultural sensitivity
- Minimum 2 years Customer Service experience
- Knowledge of the Ophthalmic Industry or Medical Device Industry would be an advantage

**Company**

BVI® is refocusing the future of vision.

As one of the fastest-growing, diversified surgical ophthalmic businesses in the world, our purpose-built portfolio of trusted brands includes: Beaver® (Knives and Blades), Visitec® (Cannulas), Malosa® (Single-Use Instruments), Vitreq® (Vitreoretinal Surgical Products) and PhysIOL® (Premium IOLs), and spans more than 90 countries.

We’ve set our sights on touching the lives of millions of patients affected by conditions such as cataracts, refractive error, glaucoma, retinal disease, and dry eye. Unburdened by legacy or bureaucracy, we have developed our strategy around a simple concept - taking pride in delivering innovative solutions for our physicians and patients, based on their needs. We trust and empower our associates to make decisions and solve problems because collaboration drives us. Valuing agility, simplicity, and transparency, we stay committed to listening to our customers, delivering for our patients, and keeping the future in focus.