Customer Service Advisor - Delta, BC

Location: This role is based on-site at our BC Distribution Centre in Delta, BC

Salary: $40,000 – $46,000

Actual compensation within the range will be based on experience

We also offer quarterly variable compensation package (bonus) + benefits

About Specsavers

Welcome to Specsavers – where we’re not just about eyewear and eyecare, we’re a purpose-driven organization committed to changing lives through better sight. As a certified Great Place to Work, we take pride in our optometrist-owned and -led business model, providing quality eyecare and affordable eyewear to Canadians across the country.

Our journey began 40 years ago in the UK, with visionary optometrists Doug and Mary Perkins. Today, we support over 2,700 healthcare businesses, passionately caring for more than 44 million patients and customers worldwide.

At Specsavers, we believe that access to quality eyecare should be a right, not a luxury. That’s why we go above and beyond to transform the eyecare experience in Canada. With our advanced clinical equipment and an extensive range of affordable and high-quality eyewear, we’re here to make a real difference in the lives of our customers.

But that’s not all – we’re also dedicated to fostering a positive, inclusive and supportive work culture. We strive to create an environment where our partners thrive while benefiting from the collective support and resources of our dedicated teams.

If you’re passionate about making a difference, providing incredible care, and being part of a values and purpose-driven organization, join us on our journey to revolutionize the way Canadians experience eyecare. Together, we can change lives through better sight.

What You’ll Do

Purpose of the role

To deliver a high level of customer service to our retail stores across Canada, responding to all queries and issues in a timely, professional manner.

This role requires a high level of autonomy with a key focus on raising any customer concerns to the Customer Services Supervisor as and when they arise.

Key Responsibilities

• Interact courteously and professionally with internal and external service users.
• Build strong customer relationships, promoting a ‘customer-first’ approach.
• Keep customers proactively informed about their orders and related service issues.
• Provide accurate and timely support to other departments as needed.
• Accept training from key personnel to develop skills.
• Accurately maintain customer and stakeholder data.
• Adapt to the evolving demands of the Customer Service department.
• Assist with general departmental tasks and housekeeping.
• Prioritize tasks to ensure consistent, high-quality service.
• Professionally handle telephone and email queries.
• Follow up on order progress with suppliers and update internal customers.
• Keep the Customer Service Supervisor informed of issues and developments.
• Suggest improvements to support a culture of continuous improvement.
• Use email templates to communicate cancellations, order amendments, delivery information, rejected orders, and returns to stores.
• Deputize for members of the wider BCDC team as and where required, cross-training for maximum effectiveness.
• Process lab error credits by assessing jobs from stores against Specsavers standards for approval or rejection.
• Process warranty returns by receiving jobs from stores that require a warranty claim and assessing them against Specsavers standards for approval or rejection.
• Process store error credits by receiving jobs from stores that require a store error claim, reviewing them, and approving credits accordingly.
  
  

Essential

What We’re Looking For

• Ability to respond to high volume of calls and emails, and multitask in a fast-paced environment
• Highly customer focused
• Positive, approachable, and proactive nature
• IT literate with good skills in Microsoft Office applications
• Professional telephone manner which exudes Customer Service excellence
• Open and honest communicator
• Willingness to exceed expectations
  
  

Nice to have

• Ability and confidence to deal with complex situations from start to finish with minimal supervision
• Proactive mindset and approach to issues and complaints
• Quick learner with a continuous improvement mindset
  
  

Our Fellow ‘Speccies’ Enjoy

• Generous vacation allotment and 1 paid volunteer day
• 1 extra paid day off and an eyecare voucher on your birthday
• RRSP matching
• Quarterly performance bonus
• Healthcare spending account
• Health and dental benefits effective on your first day
• Team and company social events
  
  

Behaviours We Value

• Collaborative: We work together as one Specsavers to deliver our purpose
• Curious: We question, explore, and seek out diverse perspectives to develop our knowledge and understanding
• Courageous: We challenge the status quo, we experiment with good ideas, and we are brave, bold, and fast in our decision making
• Compassionate: We care, support, and help each other
• Commercial: We treat money wisely and make decisions that are good for our customers, our partners, our people, and good for the long term
  
  

We hope that in applying with us, you value these things as well!

Equal Opportunity Employer

At Specsavers, we are committed to fostering a diverse and inclusive workplace. We believe that a diverse team enriches our work environment and enables us to achieve our goals. We are an equal opportunity employer and encourage candidates of all backgrounds and abilities to apply. If you believe you can contribute to our mission and vision, we welcome your application, even if you don’t meet every qualification listed. We value the unique skills and perspectives each individual brings to our team.