Job Description

Main Purpose of Role

To deliver a high level of customer service to our Partner Stores, responding to all queries and issues in a timely, professional manner.

This role requires a low level of autonomy with a key focus on raising any customer concerns to the Customer Services Supervisor as and when they arise.

Key Responsibilities

· Deal with internal and external service users in a courteous and professional manner

· Build excellent rapport with customers, promoting ‘customer at heart of everything we do’ culture

· Proactively keep customers informed on the progress and any service issues concerning their orders

· Assist other departments by providing accurate and timely information and support where possible

· Accept instruction and training from key personnel to develop the role

· Managing daily order exceptions via Wink/Solar7 and liaising with stores on any changes required

· Daily return processing of warranty, store error and lab error orders in line with pre set KPI’s of 40 Lab/warranty/faulty error orders per hr, 100 store error orders per hr.

· Transfer customer orders to our computer system consistently and accurately

· Data entry for all exceptions and returns

· Answering any store queries on dispensing, range and out of range issues

· Daily inbound glazed jobs sample QC audit in line with company policies

· Placing orders with third party

· On occasions there will be a need to work at CGS when workload is increased, or lab technicians are on leave. Responsibilities while in CGS will include receiving inbound lenses and frames, glaze jobs, QC, and shipping in line with set policies and procedures

· Keep pace with and be fully flexible to meet the demands of the Customer Service department

· Assist with general departmental housekeeping

· Prioritise key tasks to ensure consistent and thorough level of service attained at all times

· Answer telephone and email queries and deal in a professional and appropriate manner always

· Chase progress of orders with our suppliers and keep internal customers updated

· Provide regular updates to Customer Service Supervisor, keeping them abreast of all latest issues and developments

· Proactively make suggestions to adhere to BCDC culture of continuous improvement

· Communicate via email with stores using templates to inform of cancellations, order amendments, delivery information, rejected orders, and returns

· Deputise for members of the wider BCDC team as and where required, cross-training for maximum effectiveness

Skills and Experience

A qualified person will demonstrate:

Essential Skills

· Has to hold an active opticianry license

· Highly customer focused

· Positive, approachable and proactive nature

· IT literate with good skills in Microsoft Office applications

· Professional telephone manner which exudes Customer Service excellence

· Open and honest communicator

· Willingness to exceed expectation

Desirable Skills

· Ability and confidence to deal with complex situations from start to finish with minimal supervision

Specsavers Behaviours – The Way We Work

The everyday behaviours that support our strategy, purpose and values

Focus On the Customer

We always consider and act in the best interests of our customer

· Know our customers and put their needs first

· Strive for the very best customer experience

· Deliver best value in all that we do to ensure we deliver this for our customers

· Build strong relationships, create advocates and keep our customers coming back

· Recognise how every role makes a difference to our customers

Act As One Team

We work for one international company and support each other to reach our goals

· We think first about collaborating to achieve best results

· Nurture our relationships, listen to each other, and be open and authentic

· Be generous with our time, knowledge and expertise

· Consider the impact of what we do on customers, colleagues and across the business

· Be willing to help and share – giving back to our communities

Make It Happen

We plan and execute brilliantly, and review and improve as we go

· Be ambitious, think strategically and focus on the right stuff

· Work hard and take risks to get results

· Shout about success, be creative and have fun

· Look outside and all around us – for inspiration and ideas

· Capacity to originate actions and perceive the impact & implications of decisions and activity outside our business

· Ability to establish a systematic course of action to achieve objective effectively and efficiently

Embrace Change

We move things forward with agility, resilience and an open mind

· Adapt and flex, be curious and challenge for the right outcome

· Respect our history and plan for the future

· Spot the gaps and opportunities – stay one step ahead

· We make mistakes – we acknowledge and learn from them

· Pull together when things get tough

· Ability to remain effective within a changing environment, eg when faced with a new task, responsibility or people

Lead By Example

We inspire, motivate and enable others to be successful

· Live the values and behaviours every day

· Create and share an engaging vision

· Build trusting relationships through great conversations

· Invest time in developing our people and ourselves

· Be accountable and hold others to account

· Encourage inclusion and treat everyone with respect

· Lead and support through change – be brave, innovative and bold

· Develop teamwork and optimise use of resources to achieve team and organisational objectives

Develop Self & Other

We strive to be the best in everything we do, sharing & developing team and personal strengths

· Capacity for continuos learning

· Ability to assimilate and apply new information / lessons learnt

· Actively help others to improve their performance via setting clear expectations, providing feedback,. Coaching and support

· Belief in the values of own contribution to the organisation

Job Types: Full-time, Permanent

Salary: $60,000.00 per year

Benefits:

• Dental care
• Extended health care
• Paid time off
• Store discount
• Vision care

Supplemental pay types:

• Bonus pay

Work Location: In person

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