Customer Service Advisor

1 week ago

Delta, British Columbia, Canada Specsavers Full time
Job Title: Customer Service Representative About Specsavers

At Specsavers, we're not just about eyewear and eyecare – we're a purpose-driven organization committed to changing lives through better sight. As a certified Great Place to Work, we take pride in our optometrist-owned and -led business model, providing quality eyecare and affordable eyewear to Canadians across the country.

Job Description

We're seeking a highly customer-focused individual to join our team as a Customer Service Representative. As a key member of our customer service team, you will be responsible for delivering a high level of customer service to our retail stores across Canada, responding to all queries and issues in a timely and professional manner.

Key Responsibilities:
  • Deal with internal and external service users in a courteous and professional manner
  • Build excellent rapport with customers, promoting a 'customer first' approach
  • Proactively keep customers informed on the progress of their orders and any other related service issues they may have
  • Assist other departments by providing accurate and timely information and support where possible
  • Accept instruction and training from key personnel to develop their skills
  • Accurately enter and maintain appropriate data information to support customers and stakeholders
  • 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 always attained
  • 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 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
  • Processing lab error credits, warranty claims, and store error credits
Requirements:
  • Licensed optician
  • 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 expectations
  • Understanding of optics
  • Handling store feedback and complaints in a professional manner
Nice to Have:
  • Ability and confidence to deal with complex situations from start to finish with minimal supervision
  • Proactive approach on handling issues and complaints
  • Quick learner and open to changes
  • Continuous improvement mindset
What We Offer:
  • Generous vacation allotment and 1 paid volunteer day
  • 1 extra paid day off and an eyecare voucher on your birthday
  • RRSP matching
  • Quarterly performance bonus
  • Healthcare spending account
  • Health and dental benefits effective on your first day
  • Team and company social events
Equal Opportunity Employer:

At Specsavers, we are committed to fostering a diverse and inclusive workplace. We believe that a diverse team enriches our work environment and enables us to achieve our goals. We are an equal opportunity employer and encourage candidates of all backgrounds and abilities to apply.

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