Optical Customer Care Advisor

Optical Customer Care Advisor | Customer Service Advisor | Customer Support Advisor

Belfast | £24,800 per annum + Quarterly Bonus (8%) | 37.5 Hours per Week | Monday to Friday | Permanent | Hybrid Working Available After Probation

Introduction

Acorn by Synergie is recruiting for an experienced Optical Customer Care Advisor to join a professional customer service team in Belfast.

This is an excellent opportunity for a Customer Care Advisor, Customer Service Advisor, or Customer Support Advisor with strong communication skills and experience handling customer queries within a telephone contact centre environment.

Acting as the first point of contact for customers, you will provide accurate information, resolve queries, manage orders and deliver a high standard of customer support while working closely with internal teams to ensure excellent customer experiences.

Key Duties

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Provide accurate support and information regarding customer orders, queries, stock availability, deliveries, pricing and promotions.

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Act as the first point of contact for customers, handling telephone interactions professionally and efficiently.

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Complete customer call-backs within agreed timescales and maintain accurate call records.

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Process urgent orders and ensure customer requirements are handled promptly.

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Process orders, point-of-sale (POS) requests and credits within required timescales.

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Monitor and respond to customer emails daily.

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Create, manage and update Salesforce cases, taking full ownership through to resolution.

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Work collaboratively with internal departments to resolve issues and escalate where required.

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Manage customer expectations by providing regular updates and clear communication.

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Follow customer service procedures and ensure calls are answered promptly.

Requirements

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Previous experience working in a Customer Care, Customer Service, Customer Support, or Contact Centre role.

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Excellent communication skills with a professional telephone manner.

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Strong problem-solving skills with excellent attention to detail.

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Ability to work independently and as part of a team.

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Organised, proactive and able to manage multiple priorities.

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Good IT skills, including Microsoft Word and Excel.

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Experience using CRM systems, such as Salesforce.

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Experience using ERP systems, such as SAP, AS400, or Annapurna, would be advantageous.

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GCSEs (or equivalent) including English and Mathematics.

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Optical industry experience is preferred but not essential.

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Understanding of compliance requirements, processes and procedures.

What We Offer

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Salary of £24,800 per annum.

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Quarterly performance-related bonus of 8%.

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Permanent position.

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37.5 hours per week, Monday to Friday.

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Hybrid working available after probation (three days office based and two days from home).

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Healthcare plan (Level One).

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Share scheme.

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33 days annual leave including bank holidays, increasing to 38 days after 5 years' service.

Interested?

If you're an experienced Optical Customer Care Advisor, Customer Service Advisor, Customer Support Advisor, or Contact Centre Advisor looking for your next opportunity in Belfast, apply today with your up-to-date CV.

Acorn by Synergie acts as an employment agency for permanent recruitment.