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Optical Customer Service Advisor - Role
A full-time Optical Customer Service Advisor is required to work for a lens manufacturer based in Birmingham within their customer service department. The company provides optical lenses and glazing services to opticians across the country.
This is a 12-month fixed-term contract.
Responsibilities
* Resolve all return queries in a timely, accurate, and consistent manner by analysing glasses accurately and using data from company MI systems to provide correct information and outcomes.
* Ensure departmental KPIs are met daily and monthly.
* Provide technical information regarding frames and lenses to opticians.
* When applicable, advise on the dispensing of glasses to resolve queries from practices.
* Build rapport with key clients.
* Handle inbound calls/queries politely and efficiently, ensuring customer satisfaction.
* Collaborate with the supply chain across relevant sites.
* Support coaching and monitoring within the returns team and ensure calls to stores meet all relevant criteria to make a 'perfect call'.
Requirements
* Previous experience as an Optical Assistant or Glazing Technician.
* Organised and able to multitask.
* Ability to build rapport with clients and colleagues.
Package
* Fixed-term contract for 12 months.
* 37.5 hours per week.
* Hybrid working: 2 days in the office, 3 days from home (after a 3-month probation period).
* Working 5 days a week with limited weekend work: 9am to 5pm.
* Approximately 1 in 4 Saturdays and 1 in 10 Sundays required, with time off in lieu.
* Salary: £24,500.
* 33 days of leave.
* Quarterly bonus of 5-7%.
* Share save scheme, EAP, Cycle to work scheme, Health cash plan.
This is an excellent opportunity for an optical candidate to work in a different environment while maintaining high standards of customer service.
To apply, please follow the 'Apply now' link, and we will contact you to arrange a conversation promptly.
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