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.

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.

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.