CUSTOMER SERVICE ASSISTANT

The Optical Assistant (French) shall perform the following services for the company:

• 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 (English and French) 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 Service cloud
• 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