Customer Care Advisor-1

ZEISS Group; Birmingham; On-site; GBP 20,000 - 28,000; Full time

Job summary

ZEISS Vision Care UK in Birmingham is seeking a Customer Care Advisor to join the Customer Care team at our 22 Gas Street facility. This role focuses on delivering first contact resolution and high customer satisfaction, acting as the first point of contact for customers and supporting colleagues across the business to meet KPIs.

The position is a 6-month fixed term contract, requiring prior customer service experience, strong communication skills, and the ability to work with Microsoft tools

Qualifications

• Experience in Customer Service.
• Proven track record delivering an excellent customer experience.
• Customer-centric approach with professional communication.
• Proficient with Microsoft tools and customer service platforms (e.g., Salesforce).
• Ability to commute to Birmingham facility.

Responsibilities

• Deliver best-in-class head office customer experience.
• Provide excellent customer service and meet annual KPIs.
• Resolve customer queries promptly and efficiently.
• Collaborate with the Customer Care team and other departments to achieve targets.

Skills

Customer Service

Customer-Centric Approach

Professional Communication

Digital Skills

Time Management

Salesforce

Microsoft Office

Education

Qualified Dispensing Optician

Tools

Salesforce

Microsoft Office

Job description

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!

General Overview

Job Title: Customer Care Advisor

Location: 22 Gas Street, Birmingham, B1 2JT

Department: Customer Care

Line Manager: Customer Care Manager

Contract: 6 Month, Fixed Term Contract

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.

Required Knowledge & Experience

Must have:

• Experience in Customer Service
• 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

Desired:

• Optical experience and lens knowledge
• ZEISS lens product knowledge
• Qualified Dispensing Optician
• 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 & Inclusion

Diversity is a core part of ZEISS. We welcome applications regardless of gender, nationality, ethnic and social origin, religion, philosophy of life, disability, age, sexual orientation, or identity.