At a Glance
- Tasks: Engage with customers via live chat, providing support and guiding them through their journey.
- Company: Join Optical Express, Europe's leading provider of eye care with a focus on patient care.
- Benefits: Competitive salary, bonus potential, free eye surgery, and generous leave.
- Other info: Dynamic team environment with opportunities for growth and development.
- Why this job: Make a real difference in people's lives while developing your communication skills.
- Qualifications: Strong communication skills and a customer-first attitude; experience is a plus but not essential.
The predicted salary is between 27040 - 27040 £ per year.
- Customer Engagement Advisor - Live Chat
- About Optical Express
Optical Express is focused on delivering exceptional patient care, outstanding clinical outcomes and continued investment in our people and technology.
For over 35 years, millions of patients have trusted Optical Express with their eye care.
As Europe's leading private provider of laser eye, premium intraocular lens and cataract surgery, our Surgeons collectively undertake more laser procedures than any other provider.
We support thousands of patients across our clinics every week, helping people to improve their vision and transform their lives.
Our success is built on the people who represent our business every day.
We believe in working together, supporting one another and creating an environment where colleagues are encouraged to develop, perform and achieve their potential.
We are committed to a culture built on care, trust, integrity and consistently high standards.
The Opportunity
We are looking for enthusiastic, driven and customer-focused individuals to join our Live Chat team in Glasgow.
This is an exciting opportunity for someone who enjoys communicating with people, building relationships and delivering outstanding customer experiences through digital channels.
As a Customer Engagement Advisor, you will be one of the first points of contact for people considering treatment with Optical Express, as well as existing patients requiring assistance.
You will play an important role in understanding their needs, providing clear and helpful information, building confidence in our services and guiding them towards the next stage of their patient journey.
This is more than simply responding to incoming messages.
We are looking for individuals who can take ownership of conversations, recognise opportunities, ask the right questions and confidently guide customers towards booking a consultation or appointment.
You will be supported through comprehensive training, ongoing coaching and development, with the opportunity to earn additional bonus through your individual performance.
What will you be doing?
Your responsibilities will include
- Managing multiple live chat conversations simultaneously, maintaining high standards of accuracy, professionalism and engagement.
- Responding promptly and effectively to enquiries from prospective patients and existing customers.
- Building rapport and establishing trust through engaging, personalised and professional written communication.
- Understanding individual customer needs, asking relevant questions and identifying the most appropriate next steps.
- Proactively converting enquiries into booked consultations, sight tests and other appointments.
- Confidently communicating the benefits of Optical Express services and helping customers make informed decisions.
- Handling questions, concerns and objections with empathy, confidence and a solution-focused approach.
- Taking ownership of conversations and following up where appropriate to maximise customer engagement and appointment opportunities.
- Maintaining accurate and comprehensive patient records and ensuring all relevant information is captured.
- Working collaboratively with colleagues and other departments to deliver a seamless patient experience.
- Consistently working towards individual and team performance objectives, with a focus on customer experience, quality and results.
What are we looking for?
We are interested in people with the right attitude, communication skills and motivation to succeed.
Previous experience in a contact centre, customer service, sales or digital customer engagement environment would be advantageous, but is not essential for candidates who can demonstrate the right qualities.
The successful candidate will demonstrate
- Excellent written communication skills, with the ability to communicate clearly, naturally and professionally.
- A confident and engaging approach to customer interaction, with the ability to build rapport quickly.
- Strong listening, questioning and conversational skills, with the ability to understand what a customer really needs.
- A proactive and commercially aware mindset, recognising opportunities to progress conversations and secure appointments.
- The ability to manage multiple conversations simultaneously without compromising quality or attention to detail.
- Confidence in handling questions, overcoming objections and responding positively to challenging situations.
- A customer-first attitude, demonstrating empathy, patience and a genuine desire to help people.
- Strong organisational skills and the ability to work effectively in a fast-paced, target-driven environment.
- Good IT skills and the confidence to learn new systems and technologies.
- A positive attitude towards feedback, coaching and continuous improvement.
Above all, we want people who are enthusiastic, motivated and take pride in delivering a great experience while achieving great results.
What's in it for you?
We believe in recognising and rewarding our people and providing opportunities to develop their careers.
Our benefits include
- Competitive starting salary of £27,040 per annum.
- Excellent bonus earning potential, rewarding individual and team performance.
- 33 days annual leave (including bank holidays).
- Free Laser Eye Surgery and Intraocular Lens Surgery.
- Free eye tests.
- Discounted prescription eyewear and sunglasses.
- Generous Optical Express friends and family discount scheme.
- Comprehensive initial training and ongoing development.
- Regular coaching and opportunities to develop your skills and progress your career.
- Modern, state-of-the-art working environment.
- Pension scheme.
Why join Optical Express?
Joining Optical Express means becoming part of an established organisation where your contribution genuinely matters.
You will be joining a supportive and ambitious team, working in a fast-paced environment where no two conversations are the same.
You will have the opportunity to develop valuable communication and commercial skills, make a positive difference to customers and patients, and be rewarded for your contribution.
If you are confident in your communication skills, enjoy engaging with people and have the drive to deliver both exceptional customer experiences and outstanding results, we would love to hear from you.
Optical Express is an equal opportunities employer.
Customer Engagement Advisor – Live Chat in London employer: Optical Express
Optical Express is an exceptional employer located in the heart of Glasgow, offering a vibrant work culture that prioritises employee well-being and professional growth. With a commitment to excellence in patient care and a supportive team environment, employees enjoy generous benefits such as 33 days of annual leave, free eye surgeries, and ongoing training opportunities, making it a truly rewarding place to build a career in HR.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Engagement Advisor – Live Chat in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Optical Express. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Optical Express before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Engagement Advisor – Live Chat in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Optical Express:Your cover letter is your chance to shine! Tell us why you want to work at Optical Express specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Optical Express!
How to prepare for a job interview at Optical Express
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
