Acorn by Synergie
Optical Customer Care Advisor
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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
- Provide accurate support and information regarding customer orders, queries, stock availability, deliveries, pricing and promotions.
- Act as the first point of contact for customers, handling telephone interactions professionally and efficiently.
- Complete customer call-backs within agreed timescales and maintain accurate call records.
- Process urgent orders and ensure customer requirements are handled promptly.
- Process orders, point-of-sale (POS) requests and credits within required timescales.
- Monitor and respond to customer emails daily.
- Create, manage and update Salesforce cases, taking full ownership through to resolution.
- Work collaboratively with internal departments to resolve issues and escalate where required.
- Manage customer expectations by providing regular updates and clear communication.
- Follow customer service procedures and ensure calls are answered promptly.
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Requirements
- Previous experience working in a Customer Care, Customer Service, Customer Support, or Contact Centre role.
- Excellent communication skills with a professional telephone manner.
- Strong problem-solving skills with excellent attention to detail.
- Ability to work independently and as part of a team.
- Organised, proactive and able to manage multiple priorities.
- Good IT skills, including Microsoft Word and Excel.
- Experience using CRM systems, such as Salesforce.
- Experience using ERP systems, such as SAP, AS400, or Annapurna, would be advantageous.
- GCSEs (or equivalent) including English and Mathematics.
- Optical industry experience is preferred but not essential.
- Understanding of compliance requirements, processes and procedures.
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What We Offer
- Salary of £24,800 per annum.
- Quarterly performance-related bonus of 8%.
- Permanent position.
- 37.5 hours per week, Monday to Friday.
- Hybrid working available after probation (three days office based and two days from home).
- Healthcare plan (Level One).
- Share scheme.
- 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.
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