Optical Customer Care Advisor

Optical Customer Care Advisor | Customer Service Advisor | Customer Support AdvisorBelfast | £24,800 per annum + Quarterly Bonus (8%) | 37.5 Hours per Week | Monday to Friday | Permanent | Hybrid Working Available After Probation IntroductionAcorn by Synergie is recruiting for an experienced Optical Customer Care Advisor to join a professional customer service team in Belfast. This is an excellent opportunity for a Customer Care Advisor, Customer Service Advisor, or Customer Support Advisor with strong communication skills and experience handling customer queries within a telephone contact centre environment. Acting as the first point of contact for customers, you will provide accurate information, resolve queries, manage orders and deliver a high standard of customer support while working closely with internal teams to ensure excellent customer experiences. Key Duties • Provide accurate support and information regarding customer orders, queries, stock availability, deliveries, pricing and promotions. • Act as the first point of contact for customers, handling telephone interactions professionally and efficiently. • Complete customer call-backs within agreed timescales and maintain accurate call records. • Process urgent orders and ensure customer requirements are handled promptly. • Process orders, point-of-sale (POS) requests and credits within required timescales. • Monitor and respond to customer emails daily. • Create, manage and update Salesforce cases, taking full ownership through to resolution. • Work collaboratively with internal departments to resolve issues and escalate where required. • Manage customer expectations by providing regular updates and clear communication. • Follow customer service procedures and ensure calls are answered promptly. Requirements • Previous experience working in a Customer Care, Customer Service, Customer Support, or Contact Centre role. • Excellent communication skills with a professional telephone manner. • Strong problem-solving skills with excellent attention to detail. • Ability to work independently and as part of a team. • Organised, proactive and able to manage multiple priorities. • Good IT skills, including Microsoft Word and Excel. • Experience using CRM systems, such as Salesforce. • Experience using ERP systems, such as SAP, AS400, or Annapurna, would be advantageous. • GCSEs (or equivalent) including English and Mathematics. • Optical industry experience is preferred but not essential. • Understanding of compliance requirements, processes and procedures. What We Offer • Salary of £24,800 per annum. • Quarterly performance-related bonus of 8%. • Permanent position. • 37.5 hours per week, Monday to Friday. • Hybrid working available after probation (three days office based and two days from home). • Healthcare plan (Level One). • Share scheme. • 33 days annual leave including bank holidays, increasing to 38 days after 5 years' service. Interested?If you're an experienced Optical Customer Care Advisor, Customer Service Advisor, Customer Support Advisor, or Contact Centre Advisor looking for your next opportunity in Belfast, apply today with your up-to-date CV. Acorn by Synergie acts as an employment agency for permanent recruitment.