Job description

JOB DESCRIPTION

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Specsavers Job Description – Customer Call Centre Assistant

Hours will include Saturday 9.00am - 5.30pm

Role Overview / Job Purpose

Customer Call Centre Assistants support the operation of our two stores by providing customers with an effective telephony service. Based at Bath but taking call for Bath & Midsomer Norton stores.

About the Role

• To assist in the operation of the store to achieve sales targets and the delivery excellent levels of customer service through the efficient answering of the telephone and appropriate direction of enquiries. You will receive comprehensive training on the basics of optics, dispensing, our offers, contact lenses, hearing services, our NHS services & relevant topics.

Your Objectives

• Efficiently answer all telephone calls to the store
• Respond positively to customer enquiries and direct them to the appropriate department
• Advise customers of the current promotions and any relevant contact lens or product information. Including the promotion of OCT scanning
• Appointment management disciplines are maintained
• Assist with administration duties such as ordering, invoicing, incoming & outgoing post/emails, organising store social events etc
• The Director / Manager is made aware of days and times where appointments are at capacity and days and times when appointment demand is weak.
• Store to store protocol is followed
• Ensure a copy of the following days appointments is produced each evening as a contingency for system failure
• Proactively call customers to remind them of booked appointments
• Triaging booked appointments
• Detail the objectives and aims of the role
• Meet and exceed all personal and team goals
• Be an ambassador for the Specsavers brand at all times

About Specsavers

Our passion is to deliver outstanding patient care, combined with sound dispensing advice and product recommendations that best suit individual customer needs. In additional to the highest quality equipment, we aim to provide both our store staff and our customers with an excellent overall environment. At Specsavers, we treat people as we would wish to be treated, and as such, you will be supported by well trained and motivated retail staff, in addition to an expert professional team. Our expectation is that you will share our vision to provide our patients with the very best professional service as well as exceptional customer care on every visit to your store.

Job Types: Full Time, Permanent

Job Types: Full-time, Permanent

Salary: Up to £10.90 per hour

Benefits:

• Additional leave
• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Private dental insurance
• Private medical insurance
• Sick pay
• Store discount
• Wellness programme

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus scheme

COVID-19 considerations:
At present all customers are still required to wear masks (unless exempt) plus we are sanitising surfaces & a taking extra precautions.

Ability to commute/relocate:

• Bath, BA1 1EQ: reliably commute or plan to relocate before starting work (preferred)

Education:

• GCSE or equivalent (preferred)

Experience:

• Customer Support & Client Services Occupations: 1 year (preferred)
• customer service: 1 year (preferred)

Work Location: In person