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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 a competitive salary, intensive training, and a supportive team environment.
- Why this job: Make a real impact by delivering top-notch service and building lasting customer relationships.
- Qualifications: Optical experience and customer service skills are a must; digital proficiency is a plus.
- Other info: Diversity is valued here; all backgrounds are encouraged to apply.
The predicted salary is between 24000 - 36000 £ 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
You will get bonus points if you have any of the following:
- 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.
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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
Familiarize 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 different platforms like phone, email, and live chat. Being able to convey information clearly and professionally is crucial in a customer care role, and it will set you apart from other candidates.
✨Tip Number 3
Showcase your ability to work collaboratively by preparing examples of how you've successfully worked in teams in the past. Highlighting your teamwork skills will align well with the collaborative nature of the Customer Care team at ZEISS.
✨Tip Number 4
Demonstrate a proactive mindset by thinking of potential process improvements you could suggest during the interview. This shows that you are not just focused on your own tasks but are also invested in the overall success of the team.
We think you need these skills to ace Customer Care Professional
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Customer Care Professional position. Tailor your application to highlight your relevant experience in customer service and optical knowledge.
Highlight Relevant Experience: In your CV and cover letter, emphasize your demonstrable experience in delivering a 'best-class' customer experience. Provide specific examples of how you've successfully resolved customer queries and built long-term relationships.
Showcase Communication Skills: Since professional communication is key for this role, ensure your application reflects your ability to communicate effectively across various channels (telephone, email, live chat). Use clear and concise language throughout your application.
Demonstrate Continuous Improvement Mindset: Mention any experiences where you've contributed to process improvements or have taken initiative in your previous roles. This aligns with the company's focus on continuous improvement and will strengthen your application.
How to prepare for a job interview at ZEISS Vision
✨Showcase Your Customer Service Experience
Be prepared to discuss your previous roles in customer service. Highlight specific examples where you successfully resolved customer issues and delivered a positive experience, as this aligns with the company's goal of providing 'best in class' customer service.
✨Demonstrate Product Knowledge
Familiarize yourself with ZEISS products, especially lenses and optical equipment. Being able to speak knowledgeably about these products will show your commitment to understanding customer needs and providing relevant support.
✨Emphasize Team Collaboration
Since the role requires working closely with colleagues across different departments, share examples of how you've effectively collaborated in past roles. This will demonstrate your ability to be a team player and contribute to achieving departmental KPIs.
✨Exhibit a Continuous Improvement Mindset
Prepare to discuss any experiences where you identified process improvements in your previous roles. This shows that you are proactive and committed to enhancing customer service, which is a key aspect of the position.
