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- Tasks: Be the first point of contact for customers, resolving queries and ensuring satisfaction.
- Company: Join Carl Zeiss Vision, a leader in optical solutions dedicated to exceptional customer experiences.
- Benefits: Enjoy competitive salary, intensive training, mentoring, and a diverse, inclusive workplace.
- Why this job: Make a real impact by delivering top-notch service and building lasting customer relationships.
- Qualifications: Optical experience, customer service background, and strong communication skills are essential.
- Other info: Opportunity for continuous learning and professional development in a supportive team environment.
The predicted salary is between 30000 - 42000 £ per year.
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 behaviors.
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.
- ZEISS lens product knowledge.
- Qualified Dispensing Optician experience.
- 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.
When joining ZEISS, you will be welcomed to this global business with a thorough induction, a competitive salary, intensive training with a mentoring program in an open-minded team of specialists, and the opportunity to contribute to our extraordinarily high-quality products. Apply now to take the next step in joining team ZEISS, where you can push technological boundaries, shape markets, and contribute to the advancement of society.
Diversity is a part of ZEISS. We look forward to receiving your application regardless of gender, nationality, ethnic and social origin, religion, ideology, disability, age or sexual orientation and identity.
Customer Care Professional employer: ZEISS Vision
Contact Detail:
ZEISS Vision Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Professional
✨Tip Number 1
Familiarise yourself with ZEISS products and services, especially their lenses and optical equipment. This knowledge will not only help you answer customer queries effectively but also demonstrate your commitment to providing exceptional customer service.
✨Tip Number 2
Practice your communication skills across various platforms like phone, email, and live chat. Being able to convey information clearly and professionally is crucial in a customer care role, so consider role-playing scenarios with friends or family.
✨Tip Number 3
Showcase your ability to work as part of a team by discussing past experiences where collaboration led to successful outcomes. Highlighting your teamwork skills can set you apart, as this role requires working closely with colleagues across different departments.
✨Tip Number 4
Demonstrate a proactive mindset by thinking of potential process improvements that could enhance customer satisfaction. Be ready to share any ideas during the interview, as this shows your commitment to continuous improvement and customer care excellence.
We think you need these skills to ace Customer Care Professional
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and requirements. Tailor your application to highlight how your skills and experiences align with delivering exceptional customer service, particularly in a technical or optical context.
Highlight Relevant Experience: Emphasise any previous experience in customer service, especially if it involves optical products or technical support. Use specific examples to demonstrate your ability to resolve customer queries effectively and build rapport.
Showcase Communication Skills: Since the role requires professional communication across various platforms, ensure your application reflects your proficiency in written and verbal communication. Consider including examples of how you've successfully communicated with customers in past roles.
Demonstrate Continuous Improvement Mindset: Mention any instances where you have contributed to process improvements or have taken initiative to enhance customer experiences. This aligns with the company's focus on continuous improvement and teamwork.
How to prepare for a job interview at ZEISS Vision
✨Showcase Your Customer Service Skills
Make sure to highlight your previous experience in customer service. Share specific examples of how you've successfully resolved customer queries and created positive experiences, as this role is all about delivering exceptional customer care.
✨Demonstrate Product Knowledge
Familiarise yourself with ZEISS products, especially lenses and optical equipment. Being able to discuss these confidently will show your commitment to the role and your ability to provide expert advice to customers.
✨Emphasise Teamwork and Collaboration
This position requires working closely with colleagues across various departments. Be prepared to discuss how you’ve effectively collaborated in past roles and how you can contribute to a positive team environment.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and customer-centric approach. Think of scenarios where you had to take ownership of a customer issue and how you resolved it, as this will demonstrate your proactive mindset.
