At a Glance
- Tasks: Deliver exceptional customer service and resolve queries for ZEISS products.
- Company: Join ZEISS Vision Care, a global leader in optics with a rich heritage.
- Benefits: Enjoy competitive pay, healthcare, generous leave, and free lenses!
- Other info: Dynamic team environment with opportunities for continuous learning and growth.
- Why this job: Be the first point of contact and make a real difference in customer experiences.
- Qualifications: Experience in customer service and knowledge of optical products preferred.
The predicted salary is between 25000 - 32000 £ per year.
About ZEISS
We’re ZEISS Vision Care UK, based in Birmingham; an exciting place to work, where individuals make a real difference every day. As part of the ZEISS group, we are an international leader in the field of optics, generating 10bn EUR in revenue, with over 43,000 employees across 50 countries around the globe. As the branded leader in lenses, we offer premium and pioneering products; innovation is at the heart of everything we do. Our brand enhances the lives and vision of millions of people around the world. In fact, 2 people every second put their trust in ZEISS lenses.
We are proud of our heritage and have been at the forefront of scientific discovery and innovation since our creation in 1846. We are a foundation; this means we reinvest 12% of our revenue to fund research and education, supporting progress within the optical industry and across the community. We are more successful today than we have ever been, having celebrated double digit growth for the past decade. We‘re not stopping here because we are focused on accelerating our growth even further, aiming to double our revenue by 2025. If you want to be part of making this difference, then ZEISS Vision Care UK is the right place for you!
Your Benefits:
- 10% Employer pension contribution (providing a 4% employee contribution).
- Bonus scheme.
- Private BUPA healthcare for you and your family.
- Life insurance.
- Professional body subscription paid for by ZEISS.
- 25 Days annual leave (plus bank holidays), increasing with service.
- Free ZEISS lenses for you and discounted ZEISS lenses for your friends and family.
- Employee health and well-being programme including premium access to the Calm app.
Terms and conditions apply to all benefits. See the company handbook for more information.
General Overview:
- Location: 22 Gas Street, Birmingham, B1 2JT
- Department: Customer Care
- Line Manager: Customer Care Manager
- Contract: Permanent, Full-Time
Purpose of the Role:
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 behaviours.
Required Knowledge & Experience:
- Must have: Optical experience and lens knowledge.
- 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.
- Able to work Saturdays on a rota basis.
Desired:
- ZEISS lens product knowledge.
- 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.
Diversity is a part of ZEISS. We look forward to receiving your application regardless of gender, nationality, ethnic and social origin, religion, philosophy of life, disability, age, sexual orientation or identity.
Customer Care Advisor employer: ZEISS Group
At ZEISS Vision Care UK, located in the vibrant city of Birmingham, we pride ourselves on fostering a dynamic work environment where innovation and collaboration thrive. Our commitment to employee growth is evident through comprehensive training programmes and a strong focus on well-being, complemented by generous benefits such as private healthcare and a robust pension scheme. Join us to be part of a forward-thinking team that not only values your contributions but also invests in your future, making a meaningful impact in the optical industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Advisor
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on ZEISS. Understand their products, values, and recent news. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of a mirror. Focus on how you can demonstrate your customer service skills and experience, especially in relation to the optical industry.
✨Tip Number 3
Show your personality! During the interview, let your enthusiasm shine through. Share personal stories that highlight your customer care experience and how you’ve gone above and beyond for customers in the past.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your appreciation for the opportunity and reinforces your interest in the role. Plus, it keeps you fresh in their minds!
We think you need these skills to ace Customer Care Advisor
Some tips for your application 🫡
Show Your Customer Service Skills:When writing your application, make sure to highlight your experience in customer service. We want to see how you've delivered exceptional experiences in the past, so share specific examples that demonstrate your skills and approach.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and long-winded explanations. Make it easy for us to see why you're a great fit for the Customer Care Advisor role.
Tailor Your Application:Make sure to customise your application to reflect the job description. Use keywords from the posting, especially around customer satisfaction and support, to show us you understand what we're looking for.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re keen on joining the ZEISS team!
How to prepare for a job interview at ZEISS Group
✨Know Your Stuff
Make sure you brush up on ZEISS products, especially their lenses and optical equipment. Being able to discuss these confidently will show that you're genuinely interested in the role and can provide the expertise customers expect.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've delivered exceptional customer service. Highlight how you resolved issues and built rapport with customers, as this is key for a Customer Care Advisor.
✨Practice Professional Communication
Since you'll be communicating through various channels, practice your verbal and written communication skills. Consider doing mock interviews or role-playing scenarios to get comfortable with different types of customer interactions.
✨Emphasise Teamwork and Continuous Improvement
Be ready to discuss how you work well in a team and your approach to continuous improvement. Share any ideas you have for enhancing customer service processes, as this aligns with ZEISS's commitment to excellence.
