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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 essential; 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.
- 12 months Fixed Term Contract
- Part-time (Monday, Thursday and Friday 9am-5pm)
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.
ZEISS Vision | Customer Care Professional employer: ZEISS Vision
Contact Detail:
ZEISS Vision Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ZEISS Vision | 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 ZEISS's emphasis on collaboration within the Customer Care team.
✨Tip Number 4
Demonstrate a proactive mindset by thinking of potential process improvements or customer service enhancements. Being able to suggest innovative ideas can show your commitment to continuous improvement, which is highly valued at ZEISS.
We think you need these skills to ace ZEISS Vision | Customer Care Professional
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Customer Care Professional position at ZEISS. Understand the key responsibilities and required skills, especially focusing on customer service excellence and optical knowledge.
Tailor Your CV: Customize your CV to highlight relevant experience in customer service and any optical knowledge you possess. Emphasize your ability to deliver a 'best-class' customer experience and any specific achievements that demonstrate your skills.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer care and your understanding of ZEISS products. Mention how your previous experiences align with the company's goals and how you can contribute to their customer satisfaction objectives.
Highlight Continuous Improvement Mindset: In your application, emphasize your proactive approach to continuous improvement. Provide examples of how you've contributed to process enhancements in previous roles, as this aligns with ZEISS's focus on delivering high-quality customer experiences.
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 delivered exceptional experiences, as this role is all about providing a 'best in class' customer experience.
✨Demonstrate Optical Knowledge
Since the position requires optical experience and lens knowledge, be prepared to discuss your understanding of ZEISS products. If you have any specific knowledge about lenses or optical equipment, make sure to mention it during the interview.
✨Emphasize Team Collaboration
This role involves working closely with colleagues across different departments. Be ready to talk about your experience in teamwork and how you’ve contributed to achieving team goals in the past.
✨Prepare for Continuous Improvement Questions
The company values a continuous improvement mindset. Think of examples where you've identified process improvements in your previous roles and be ready to discuss how you can apply that mindset at ZEISS.
