Customer Service Advisor BC

Location: Burnaby, British Columbia, CA, V5G 4W3

Company: Specsavers

Location: This hybrid role requires 4 days on-site at our Delta, BC Distribution Centre and 1 day remote per week. If scheduled over the weekend, the expectation is to work remote.

Hours: This is a 40-hour per week role, with shifts scheduled on a rotational basis between Monday and Sunday. Working hours fall within the team’s operating window of 6:00 AM to 7:00 PM.

Welcome to Specsavers – where we’re not just about eyecare and eyewear, but changing lives through better sight. Ranked the 5th Best Workplace™ in Canada and 12th globally by Great Place to Work®, we’re proud of our optometrist-owned model that makes high-quality, eyecare and eyewear accessible to all Canadians.

Founded 40 years ago in the UK by visionary husband and wife optometry duo Doug and Mary Perkins, Specsavers has remained privately owned since day one. Today, we are a $7.8 billion global business with over 45,000 colleagues across more than 2,700 retail optical locations.

In Canada, our support office is based in Burnaby, BC. Since entering the market in 2021, we’ve been scaling rapidly, now with over 270 locations nationwide. With advanced clinical equipment and a wide range of affordable, high-quality eyewear, we’re transforming the way Canadians experience eyecare.

If you’re passionate about making a difference and want to be part of a values-driven organization, join us as we continue to grow. Together, we can change lives through better sight.

The Customer Service Advisor is responsible for delivering exceptional customer support to our retail store colleagues across Canada by responding to 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 Service Team Lead and Customer Services Manager as and when they arise.

• Answer telephone and email queries and deal in a professional and appropriate manner
• Proactively keep customers informed on the progress of their orders and any other related service issues they may have.
• Deal with internal and external service users in a courteous and professional manner
• Build excellent rapport with customers, promoting ‘customer first’ approach.
• Accept instruction and training from key personnel to develop their skills.
• Accurately enter and maintain appropriate data information to support customers and stakeholders.
• Order placements and tracking with 3rd party and internal
• Proactively updating the stores on the status of the jobs.
• Keep pace with and be fully flexible to meet the demands of the Customer Service department.
• Assist with general departmental housekeeping.
• Supporting stores with job doability queries.
• Chase progress of orders with our suppliers and keep customers updated.
• Provide regular updates to Customer Service Supervisor, keeping them abreast of issues and developments.
• Timely make suggestions to adhere to BCDC culture of continuous improvement.
• Assist the members of wider BCDC team as and where required, cross-training for maximum effectiveness.
• Supporting stores with basic Optics queries - Optics training will be provided.
• This involves receiving jobs from stores to BCDC that fail to meet quality standards. Upon arrival at BCDC, these jobs are assessed against Specsavers quality standards and either approved or rejected by CS advisor accordingly.
• Explaining the stores the reason of rejects, where applicable.
• Warranty Claims Processing
  • Processing warranty returns, involves receiving jobs from stores to BCDC that require a warranty claim. Upon arrival at BCDC, the jobs are assessed against Specsavers standards and either approved or rejected by the CS advisor accordingly.
  • Explaining the stores the reason of rejects, where applicable.
• Processing store error credits, involves receiving jobs from stores to BCDC that require a store error claim. Upon arrival at BCDC, the jobs are reviewed and are approved for credits by CS advisor.

• A customer-focused approach with a passion for delivering great service.
• A positive, proactive mindset with strong communication skills,…