Customer Care Advisor

ZEISS is technology and innovation. Founded in Germany in 1846, ZEISS is an internationally leading technology enterprise operating in the optics and optoelectronics industries across 50 countries.

As a company wholly owned by a foundation, ZEISS is committed to responsibility in all its activities. As a pioneer in scientific optics, our employees across the globe continue to push the boundaries of what is possible. With a strong focus on quality and innovation, ZEISS creates value for its customers and helps shape new ways of seeing the world.

We're looking for a Customer Care Advisor to join us at our Birmingham office. ZEISS Vision Care UK is based in Birmingham and is part of the global ZEISS Group. As a branded leader in lenses, we offer premium and pioneering products, with innovation at the heart of everything we do. Our brand enhances the lives and vision of millions of people around the world.

As part of our Customer Care team, you will play an important role in delivering a high-quality customer experience and supporting our customers to deliver exceptional experiences for their patients.

Your Role

The role of Customer Care Advisor will involve:

• Acting as a first point of contact for our customers and delivering a high-quality customer experience.
• Providing excellent customer service and creating positive experiences for customers.
• Promptly responding to and resolving customer queries and issues.
• Working to achieve first-contact resolution wherever possible.
• Communicating professionally with customers by telephone, email, live chat, and other written communication channels.
• Collaborating with colleagues within the Customer Care team and across the wider business to resolve customer queries and provide effective solutions.
• Supporting customers to ensure high levels of customer satisfaction.
• Taking a proactive and customer-centric approach to service delivery.
• Managing and prioritising workload effectively to ensure customer queries are handled promptly.
• Using Microsoft applications and customer service platforms such as Salesforce to support day-to-day activities.
• Contributing to continuous improvement within the Customer Care function and identifying opportunities to improve the customer experience.

Your Experience

• Previous experience in a customer service environment.
• Demonstrable experience of successfully delivering a high-quality customer experience.
• A customer-centric approach with a genuine focus on understanding and meeting customer needs.
• Professional communication skills, including telephone, email, live chat, and other written communication.
• Comfortable using Microsoft applications and customer service platforms such as Salesforce.
• A proactive mindset with a focus on continuous improvement.
• Strong time management and prioritisation skills.
• Ability to work collaboratively with colleagues across different teams and functions.
• Ability to commute to our Birmingham facility.

It would be desirable if you had:

• Experience within the optical industry and knowledge of lenses.
• ZEISS lens product knowledge.
• A Dispensing Optician qualification.
• Technical customer service experience, particularly resolving customer queries relating to equipment or digital solutions.
• Experience of managing and working with external partners.

Your Benefits

If you join ZEISS, you will have access to a range of benefits, including:

• The opportunity to work with a global leader in optics and lens technology.
• A collaborative and customer-focused working environment.
• Opportunities to develop your customer service and optical industry knowledge.
• Access to professional development and training opportunities.
• The opportunity to contribute to delivering exceptional experiences for ZEISS customers and their patients.

Role Details

Location: 22 Gas Street, Birmingham, B1 2JT

Department: Customer Care

Contract: 6-month fixed-term contract

Working Environment: Office-based customer care role.

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.

Your ZEISS Recruiting Team:

Sayem Chowdhury