Job Description

Position Title:

Retail Customer Service Coordinator

Department:

Customer Service

Location:

Duncan & Todd Group, Head Office, Unit 4 Kirkhill Commercial Park, Dyce, Aberdeen AB21 0LQ

Reports To:

Head of External Business Development

Job Type:

Full Time

Main Purpose of Role

We are looking for a friendly and out-going individual to join our energetic Customer Service Team as a Retail Customer Service Coordinator. You will be responsible for connecting with patients who are overdue for their eye test, ensuring they are motivated to book their appointments with ease. In addition to outbound calls, you will handle inbound customer inquiries through phone calls and online platforms, assisting with appointment bookings and providing information on services. You will spend the majority of your time engaging with patients over the phone and responding to enquires via chat, email and social channels ensuring a seamless and positive customer experience.

Key Responsibilities:

Overdue Eye Test Management

Make outbound calls to patients who are overdue for their eye test, using a friendly and professional approach. Inform patients about the importance of scheduling their overdue eye test and offer assistance in booking their appointments. Address any questions or concerns patients may have about their eye test and provide necessary information. Maintain accurate records of patient interactions, including appointment statuses and follow-up actions.

Appointment Booking from Inbound Calls and Chat

Answer incoming calls and respond to live chat, email or social channel inquiries from customers requesting to book eye tests or other appointments. Guide customers through the scheduling process, whether by phone or online, and find suitable appointment slots based on their needs and location. Provide additional information about services offered, including any promotions or recommendations, through both call and chat platforms. Update the appointment system with accurate details and confirm bookings with patients. Offer a friendly, helpful approach over the phone and through chat to ensure customers feel confident and satisfied with their booking experience.

Customer Interaction

Respond to customer queries via phone, email, chat and social channels providing accurate information about products and services. Assist with managing customer appointments and scheduling as required.

Administrative Support

Perform administrative tasks related to customer interactions, including data entry and documentation. Update and maintain customer records in relevant databases, ensuring accuracy and confidentiality. Assist with the preparation and distribution of promotional materials and product information.

Problem Resolution

Support the Retail Customer Service Specialist in resolving customer complaints and issues, ensuring timely and satisfactory solutions. Follow up with customers as needed to ensure issues are fully resolved, documenting interactions comprehensively.

Product Knowledge

Stay informed about company products, services, and promotions to provide accurate support and information. Assist customers with product selection and usage as guided by the Retail Customer Service Specialist.

Team Collaboration

Collaborate with the Retail Customer Care Specialist and other team members to ensure a high standard of customer service. Participate in team meetings and training sessions to stay updated on company policies and service updates.

Qualifications:

Experience:

Previous experience in a customer service or telemarketing role is advantageous. Familiarity with handling customer inquiries and providing support over the phone.

Skills:

Excellent verbal communication skills with a strong phone presence. Ability to handle multiple tasks and prioritize effectively. Strong organizational skills and attention to detail. Proficiency in Microsoft Office Suite and familiarity with customer service software.

Personal Attributes:

Friendly and professional demeanour with a commitment to excellent customer service. Ability to work independently and as part of a team. Positive attitude and enthusiasm for engaging with customers over the phone.

Benefits:

Competitive salary Paid time off and holidays Opportunities for professional development and advancement Friendly and supportive work environment
Job Types: Full-time, Permanent

Pay: From 22,308.00 per year

Additional pay:

Bonus scheme
Benefits:

Additional leave Bereavement leave Company pension Cycle to work scheme Employee discount Employee mentoring programme Financial planning services Free or subsidised travel Health & wellbeing programme Referral programme Relocation assistance Sick pay Store discount UK visa sponsorship
Schedule:

Monday to Friday
Work authorisation:

United Kingdom (required)
Work Location: In person