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- Respond to customer enquiries via phone, email, and chat promptly and professionally to ensure high quality customer service.
- Efficiently and effectively resolve customer issues and complaints, escalating to the appropriate department or person as needed to maintain high levels of customer satisfaction.
- Ensure customer lists are updated, and customer happiness surveys are carried out accurately and promptly in line with monthly targets.
- Carry out data checks and process orders, identifying and rectifying any errors to ensure accurate data collection, input, and monitoring.
- Submit claims to the NHS in a timely manner to make sure payment is received promptly and accurately.
- Maintain customer records and update home account information to ensure our data is continuously correct.
- Carry out inductions to confirm new customers are onboarded effectively.
- Manage time effectively to ensure individual performance and targets are met.
- Communicate with clients to book and confirm appointments, ensuring accurate data verification for optimal service delivery.
- Complete all connecting administrative tasks accurately to ensure clinics run smoothly.
- Follow up with customers and clients to ensure their issues are resolved and continue to provide a high-quality service they are happy with.
- Provide accurate information about our products and services, continuously acting as a positive ambassador for the company.
- Previous experience in an Optical / Opticians environment
- Excellent customer service
- Ability to work under pressure
- Knowledge of administrative processes
- Strong IT and systems skills
- Ability to prioritise tasks and meet deadlines
- Ability to multitask with attention to detail
