Customer Service Advisor

2 weeks ago

Delta, Canada Specsavers Full time

**Salary**: $48,000 - $55,000
Actual compensation within the range will be based on experience We also offer quarterly variable compensation package (bonus) + benefits

**About Specsavers**

Welcome to Specsavers - where 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.

Our journey began 40 years ago in the UK, with visionary optometrists Doug and Mary Perkins. Today, we support over 2,700 healthcare businesses, passionately caring for more than 44 million patients and customers worldwide.

At Specsavers, we believe that access to quality eyecare should be a right, not a luxury. That’s why we go above and beyond to transform the eyecare experience in Canada. With our advanced clinical equipment and an extensive range of affordable and high-quality eyewear, we’re here to make a real difference in the lives of our customers.

But that’s not all - we’re also dedicated to fostering a positive, inclusive and supportive work culture. We strive to create an environment where our partners thrive while benefiting from the collective support and resources of our dedicated teams.

If you’re passionate about making a difference, providing incredible care, and being part of a values and purpose-driven organization, join us on our journey to revolutionize the way Canadians experience eyecare. Together, we can change lives through better sight.

**What You’ll Do**

To deliver a high level of customer service to our retail stores across Canada, responding to all queries and issues in a timely, professional manner.

This role requires a high 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 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.
- 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.
- Deputise for members of the wider BCDC team as and where required, cross-training for maximum effectiveness.
- Processing lab error credits
- This involves receiving jobs from stores to BCDC that fail to meet quality standards. Upon arrival at BCDC, these jobs are assessed against Specsavers quality standards and either approved or rejected by CS advisor accordingly.
- Warranty Claims Processing
- Processing warranty returns, involves receiving jobs from stores to BCDC that require a warranty claim. Upon arrival at BCDC, the jobs are assessed against Specsavers standards and either approved or rejected by the CS advisor accordingly.
- Processing store error credits
- Processing store error credits, involves receiving jobs from stores to BCDC that require a store error claim. Upon arrival at BCDC, the jobs are reviewed and are approved for credits by CS advisor.

**What We’re Looking For**

Essential
- Licensed optician
- Highly customer focused.
- Positive, approachable, and proactive nature
- 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 mínimal supervision.
- Proactive approach on handling issues and complaints.
- Quick learner and open to changes.
- Continuous improvement mindset.

**Our Fellow ‘Speccies’ Enjoy**
- 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

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