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Customer Service Associate (FT)

Customer Service Associate

For over 40 million people in the UK, spectacles are the first thing reached for in the morning, and the last thing taken off at night. Even the overworked smartphone can’t seize pole position. But the optical industry hasn’t changed in over three centuries. Products are tired, standards are poor, and glasses-wearers have gotten used to sub-standard experiences. The reason we exist is to change this for the better. We’re not an eyewear brand. We’re a spectacles maker. At the heart of our business are our frames - handmade from the best materials. Designed to be worn, serviced, repaired and renewed.

Our team is always looking to improve, finding new solutions that are simpler or simply better (Pioneer). They take pride in their work, doing things properly (Proud). All without ego. Humble, accessible and empathetic (For All). Equally important is building an equal and diverse workforce with the goal of building an inclusive culture with opportunities for all. If this sounds like the kind of company you want to work for, we’d love to hear from you.

The role:

Manage email, live chat, telephone, and social media channels for all customer inquiries in a timely and professional manner. Work together with the Operations team to provide a fast order turnaround
Operations focused, ensuring communication is effective and actioned.
Processing orders, managing returns and daily reporting
Confidently offer style advice and answer product and prescription queries
Problem-solving and ownership of any escalated issues and ensure a fast resolution
Proactively identifying trends in customer feedback to improve our processes, product and technology
Adhering to goals and targets set for the team.
Follow up with customers when necessary to ensure an outstanding experience is provided during the customer's journey
Offer support to our retail teams to help create a seamless customer experience
Report any system issues in a timely manner
Engage with colleagues from all other departments to ensure we are always improving our systems and service with clear communication.

Who are you:

You must be genuinely passionate about helping people
A highly productive, organized, self-starter who can work independently
Forward-thinker who rises to any challenge
Have exceptional attention to detail
Demonstrate exceptional customer handling, interpersonal and written communication skills
Be an effective problem-solver and capable of managing a diverse range of responsibilities
You have 1 year + of experience in customer service and operations
Optical experience or knowledge is preferable but not essential
A genuine passion for spectacles, including their design and history

Some nice things you’ll get: