Customer Care Advisor
Job Description
About ZEISS
We’re ZEISS Vision Care UK, based in Birmingham; an exciting place to work, where individuals make a real difference every day. As part of the ZEISS group, we are an international leader in the field of optics, generating 10bn EUR in revenue, with over 43,000 employees across 50 countries around the globe.
As the branded leader in lenses, we offer premium and pioneering products; innovation is at the heart of everything we do. Our brand enhances the lives and vision of millions of people around the world. In fact, 2 people every second put their trust in ZEISS lenses.
We are proud of our heritage and have been at the forefront of scientific discovery and innovation since our creation in 1846. We are a foundation; this means we reinvest 12% of our revenue to fund research and education, supporting progress within the optical industry and across the community.
We are more successful today than we have ever been, having celebrated double digit growth for the past decade. We‘re not stopping here because we are focused on accelerating our growth even further, aiming to double our revenue by 2025. If you want to be part of making this difference, then ZEISS Vision Care UK is the right place for you!
Your Benefits
- 10% Employer pension contribution (providing a 4% employee contribution).
- Bonus scheme.
- Private BUPA healthcare for you and your family.
- Life insurance.
- Professional body subscription paid for by ZEISS.
- 25 Days annual leave (plus bank holidays), increasing with service.
- Free ZEISS lenses for you and discounted ZEISS lenses for your friends and family.
- Employee health and well-being programme including premium access to the Calm app.
Terms and conditions apply to all benefits. See the company handbook for more information.
General Overview
Job Title: Customer Care Advisor
Location: 22 Gas Street, Birmingham, B1 2JT
Department: Customer Care
Line Manager: Customer Care Manager
Contract: Permanent, Full-Time
Purpose of the Role
The Carl Zeiss Vision GB Customer Care Team are responsible for delivering the highest quality customer experience to our customers, enabling, and supporting our customers to deliver exceptional experiences for their patients. As a Customer Care Advisor, you will be the first point of contact for our customers, targeted to deliver first contact resolution and create positive experiences ensuring the highest levels of customer satisfaction. You will collaborate with your colleagues in your Customer Care team and your colleagues across the wider business functions to achieve or exceed the department’s KPIs (Key Performance Indicators).
Key objective of the role:
- To deliver our ambition to provide a ‘best in class’ head office customer experience.
- To provide excellence in customer service and deliver high levels of customer satisfaction: delivering the annual Dept. KPIs
- To provide support for customers, promptly resolving their queries or issues.
Key Requirements of the role include:
- Take full ownership of customer queries through to resolution. Gain an understanding into the customer’s needs, issues or queries and provide them with relevant support and advice on ZEISS products and services, in a timely manner, delivering positive customer experiences and high levels of customer satisfaction
- Developing a professional rapport with customers, building long term relationships and instilling trust by following through on commitments
- Provide expertise, advice and support on ZEISS lenses, ZEISS optical equipment and ZEISS digital solutions, platforms and services
- Follow defined SOPs
- Act in a manner that is compliant and adheres to all industry regulations
- Be an ambassador for Carl ZEISS Vision
- Work as an effective team player working with colleagues within Customer Care and cross functionally with colleagues in other departments
- Work with colleagues to flag any possible process improvements which could be implemented, applying a continuous improvement mindset
- Act as a subject matter expert for your area of expertise
- Continuous learning through company platform CurioZ
- Participate in training exercises to continuously improve and develop your skills in line with Skills Matrix requirements.
- Support the delivery of the Customer Care Team KPIs
- Contribute to the Customer Care team and the wider ZEISS business being a Great Place to Work by always displaying our core competencies and behaviours
Required Knowledge & Experience
Must have:
- Optical experience and lens knowledge
- Demonstrable experience within a customer service environment which includes a proven track record of successfully delivering a ‘best-class ‘customer experience
- Demonstratable evidence of a customer centric approach
- Professional communication (including telephone, emails, live chat, and other written communication forms)
- Digital Skills – comfortable with working with Microsoft and customer service platforms e.g Salesforce
- Continuous improvement and proactive mindset
- Time management and prioritisation skills
- Able to commute to Birmingham facility
- Able to work Saturdays on a rota basis
- Qualified Dispensing Optician
Desired:
- ZEISS lens product knowledge
- Technical customer service experience - interest in and experience in resolving customer technical queries that are equipment or digital solution orientated
- Experience in managing and working with external partners e.g. Linney
Diversity is a part of ZEISS. We look forward to receiving your application regardless of gender, nationality, ethnic and social origin, religion, philosophy of life, disability, age, sexual orientation or identity.