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 (English and French) 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