Customer Care Executive

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 behaviors

Required Knowledge & Experience

Must have:

• Customer Service Experience
• 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

You will get bonus points if you have any of the following:

• Optical experience and lens knowledge
• ZEISS lens product knowledge
• Qualified Dispensing Optician experience
• 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

When joining ZEISS, you will be welcomed to this global business with a thorough induction, a competitive salary, intensive training with a mentoring program in an open-minded team of specialists, and the opportunity to contribute to our extraordinarily high-quality products.

Apply now to take the next step in joining team ZEISS, where you can push technological boundaries, shape markets, and contribute to the advancement of society.

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Diversity is a part of ZEISS. We look forward to receiving your application regardless of gender, nationality, ethnic and social origin, religion, ideology, disability, age or sexual orientation and identity.

Education:

• A-Level or equivalent (preferred)

Experience:

• customer service: 2 years (preferred)
• Optical (Eyes) industry: 1 year (required)

Work Location: In person