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About Specsavers
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.
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.
We're 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.
Job Summary
We're seeking a highly customer-focused individual to join our team as a Customer Service Advisor. As a key member of our Customer Service department, 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, 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
- Prioritize key tasks to ensure a consistent and thorough level of service is 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 our 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 team as and where required, cross-training for maximum effectiveness
- Process 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
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
We're 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're an equal opportunity employer and encourage candidates of all backgrounds and abilities to apply.
