Customer Service Advisor

**Customer Service Advisor - Dutch Market**

**Vision Direct**

Manchester - Hybrid
- Full time - 40 hours per week various shifts available_

Vision Direct, the UK’s largest and most trusted online retailer of contact lenses and eyecare solutions is looking for Customer Service Advisors to join our growing team serving our Dutch market.

Vision Direct is part of the EssilorLuxottica Group. EssilorLuxottica brings together 180,000 employees in 150 countries. The group produces eyewear for more than 20 licensed brands including some of the most prestigious names in fashion and luxury e.g. Burberry, Chanel, Dolce & Gabbana & Ralph Lauren. Also owning some of the best-known eyewear brands in the world including Ray-Ban and Oakley.

We offer work that is satisfying or meaningful - our mission is to help people see more and be more. You will be part of a team who can make a difference to people's lives, offering guidance and support in the purchase of contact lenses and promoting eye care and health.

As a Customer Service Advisor, you will be the voice of Vision Direct where optical advisory is a fundamental part of the role and is essential to our customer service journey. This role does not require any previous experience in the optical or healthcare industry, however, the drive to deliver high standards of customer service and an interest in this sector will certainly make your role more enjoyable.

**Role Missions**
- To provide a professional and effective service to customers dealing with all matters in a prompt and efficient manner and ensuring that the needs of the customer are met._

**Responsibilities**
- Provide help to customers purchasing our products
- Translation tasks
- Investigate and solve customers' problems
- Issue refunds or compensation to customers
- Keep accurate records of discussions or correspondence with customers
- Produce written information for customers, often involving the use of computer packages and software
- Act according to our customer service procedures and the procedures, policies, and standards for our organisation
- Cross-sell, or upsell company products, mainly over the telephone and ensure that product knowledge is kept updated
- Undertake other associated duties in relation to the provision of customer requests
- Record and resolve any customer issues, concerns or complaints reporting them, as appropriate, to management.
- Undertake any other reasonable duties that may be required from time to time by your Team Manager
- High-level KPI’s for Customer Service Agents:

- Customer Experience (CSAT, NPS and Quality)
- Productivity Metrics
- Advice Revenue (want to protect us come future state should we go down the path of revenue generating)
- Product Knowledge/Compliance
- Attend training courses and meetings as required

**Skills & Abilities**
- Full fluency in English and Dutch both verbal and written
- Service-oriented, actively looking for ways to help people.
- Active listening, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Service orientated, actively looking for ways to help people.
- Speaking, talking to others to convey information effectively.
- Multi-tasking, the ability to work on multiple tasks at once and complete them simultaneously.
- Numeracy and literacy skills.
- Desirable - Knowledge and practical experience of MS Office (Word, Excel and Outlook).

**Previous Experience**
- Previous relevant experience in a customer services/contact centre environment is desirable but not essential.

**Benefits**
- A competitive salary
- 33 days annual leave inclusive of Bank Holidays
- Enhanced company pension scheme - enrolment into the Company pension scheme at 4% matched contributions with the option to increase to 5%
- Retail Trust and Unum Lifeworks EAP - for well-being and emotional support
- Opportunities for progression, development, and learning new skills
- Healthshield Cash Plan - Get cash back on your everyday healthcare expenses.
- Hybrid working - the office, has a central location in Piccadilly Gardens (City Tower, Piccadilly Plaza, Manchester, M1 4BT).
- Home set-up cost provision
- Colleague Eyecare Policy - A free pair of prescription glasses OR a 12-month supply of our own brand Everclear Contact Lenses OR £150 towards any other lenses plus 50% discount on further pairs from Glasses Direct and 25% Vision Direct Friends and Family discount.
- Company shares - participation in Company share option schemes
- Eye test reimbursement
- Cycle to Work Scheme
- Enhanced Maternity & Paternity pay
- x5 Annual Salary Life Assurance

**No Agencies.