At a Glance
- Tasks: Deliver exceptional customer service and resolve queries to enhance customer satisfaction.
- Company: Join ZEISS Vision Care UK, a global leader in optics with a rich heritage.
- Benefits: Enjoy a competitive salary, generous leave, private healthcare, and a bonus scheme.
- Other info: Dynamic team environment with opportunities for continuous learning and career growth.
- Why this job: Be the first point of contact and make a real difference in customers' lives.
- Qualifications: Strong communication skills and a passion for helping others.
The predicted salary is between 25000 - 30000 £ 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. Our brand enhances the lives and vision of millions of people around the world. 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.
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.
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.
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.
Customer Service Advisor employer: ZEISS Group
At ZEISS Vision Care UK, located in the vibrant city of Birmingham, we pride ourselves on being an exceptional employer that values innovation and employee well-being. Our commitment to professional growth is evident through our comprehensive benefits package, including a generous pension contribution, private healthcare, and opportunities for continuous learning. Join us in a collaborative work culture where your contributions make a real difference in enhancing the lives of millions through our pioneering optical products.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor
✨Tip Number 1
Get to know the company inside out! Research ZEISS Vision Care UK, their products, and their values. This way, when you get that interview, you can show them you’re not just another candidate but someone who genuinely cares about what they do.
✨Tip Number 2
Practice your customer service skills! Think of scenarios where you might need to resolve a customer’s issue. Role-play with a friend or even in front of a mirror. The more comfortable you are, the better you’ll shine during the interview.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. A friendly chat can sometimes lead to insider tips or even a referral, which can give you a leg up in the application process.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the ZEISS family and ready to contribute to their mission.
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Show Your Passion for Customer Service:When writing your application, let your enthusiasm for customer service shine through. We want to see how you can make a real difference in our customers' lives, so share any relevant experiences that highlight your commitment to providing exceptional support.
Tailor Your Application:Make sure to customise your application to fit the Customer Care Advisor role. Use keywords from the job description and demonstrate how your skills align with what we’re looking for. This shows us you’ve done your homework and are genuinely interested in joining our team.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and long-winded explanations. Highlight your key achievements and skills that relate directly to the role, making it easy for us to see why you’d be a great fit.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about ZEISS and what we stand for!
How to prepare for a job interview at ZEISS Group
✨Know Your Stuff
Before the interview, make sure you understand ZEISS and its products. Familiarise yourself with their lenses and services so you can confidently discuss how you can help customers. This shows your genuine interest in the role and the company.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully resolved customer issues or built strong relationships. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your problem-solving abilities.
✨Be a Team Player
Since collaboration is key in this role, be ready to discuss how you've worked effectively in teams before. Share specific instances where you contributed to team goals or helped improve processes, demonstrating your commitment to continuous improvement.
✨Ask Thoughtful Questions
At the end of the interview, have a few questions prepared that show your interest in the company culture and the Customer Care team's objectives. This not only helps you gauge if it's the right fit for you but also leaves a positive impression on the interviewers.
