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Optical Dispenser Online Customer Support – Part Time

Optical Dispenser Online Customer Support – Part Time

 

Responsibilities 

  • Answer customer inquiries through live chat, email and phone for USA, Australia and UK markets
  • Product and Supplier Development – ongoing communication with top international lens suppliers and labs in Hong Kong, Mainland China, and overseas (catalogue updates, prices)
  • Keep up to date with market trends and new products from top optical distributers and brands
  • Review our lens related process on website and suggest improvements in line with the latest (online) trends (features/lens catalogue)
  • Develop and provide training for and to Lens Team and Customer Service based on process changes, catalogue updates, and customer inquiries.
  • Train all new employees on basic optics
  • Create and training complex optical training for new staff
  • Provide support to all online and retail staff regarding any optical related questions or concerns
  • Troubleshoot and modify order details tailored to each customer by interpreting optical prescriptions, segment height details and pupillary distance measurements
  • Assist in resolving any escalated customer service issues related to optical matters
  • Achieve service level targets by maintaining and balancing a high level of quality and efficiency to help ensure 100% of customers are exposed to this service
  • Support the product and web teams with optical knowledge that helps shape the product portfolio and web experience
  • Support the content team as needed with quotes and/or articles for blog posts and other customer-facing content

 

Skills & requirements

  • Valid Dispensing Optician license to practice
  • Good knowledge and experience in using eye- and lens checking instruments and processes
  • Good ophthalmic lens knowledge (usability, materials, index, frame types, coatings, tech specs)
  • Familiar with the eyewear market, industry, and trends (online and offline)
  • Strong business mindset to drive online prescription lens sales in collaboration with the Marketing team
  • Encouraging a winning-attitude and enabling the team to meet or exceed sales goals and achieve consistently high levels of customer service
  • Over 1 year working experience in related market or store
  • At least 2 years of previous optical and customer service experience
  • Pays strong attention to detail with excellent time management skills
  • Superior written and verbal communication skills with the ability to communicate effectively
  • Strong leadership skills with the ability to coach and mentor other team members
  • You are a self-starter who Takes Action and owns every opportunity to learn, develop and grow

    Note: Please do not apply for this position if you don't have Valid Dispensing Optician license and online customer service work experience, thank you!

    The salary range is between 10USD per hour to 15USD per hour.

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