Customer Service Advisor

Primary accountabilities, deliverables and duties in the role:

● Pre-sales advice

○ Help customers register for an account and/or navigate online and process their orders

○ Confidently and knowledgeably give advice on selecting glasses and lenses

○ Check product availability for customer orders and provide accurate and up to date alternatives when required

○ Assist our customers with understanding their prescriptions

● Prescription management

○ Verification of customer prescriptions to ensure orders are correct

● Customer experience and retention

○ Investigate and resolve customer complaints in a timely manner. Using your experience, problem solving, objection handling and discretion to resolve on a win-win basis

○ Work as part of the customer service team to drive positive company experience results

○ Communicate professionally with customers about their orders, including any delays or changes in delivery

○ Passing customer feedback onto the product or marketing team to improve our product and/or website offerings

● Follow established processes and procedures to ensure a smooth transaction for the customer with no additional reputational or financial costs incurred to the company

○ Process customer orders, refunds or returns as per our established processes and procedures

○ Assist customers with the tracking/tracing of their orders and providing clear timescales to manage expectations

○ Maintain thorough and accurate customer service records through Servicecloud

○ Keep confidential records and financial information private and secure

● Attend regular training (online/in person) to ensure your optical, technical and product knowledge are up to date