Communicat ing with customers, building positive relationships, responding to, and progressing issues and queries to a successful conclusion at the earliest time.
Always maintaining a positive, empathetic, and professional attitude toward customers.
Responding promptly to customer inquiries.
Follow up the cases, keep the promises.
Execute order placement tasks. Order placement methods include system order placement and remote edging with frame tracing.
Ensure a good understanding of the company products and services and always maintained.
Provide detailed information about products and processes.
Communicating with customers through various channels.
Acknowledging and resolving customer complaints.
Ensure all complaints, opportunities for improvement and positive feedback from clients are recorded.
Ensure all calls, tasks and cases are logged in Service Cloud (where applicable).
Processing orders, forms, applications, and requests.
Accurate data entry
Communicating and coordinating with colleagues, especially with sales force
Ensure all tasks are thoroughly investigated within procedures and guidelines as outlined by Customer Service Manager
ST lenses receiving, sorting and putaway.
RX order receiving, sorting and distribution.
Pick, pack and ship the orders accurately and on time.
Paring lenses & frame for C&E.
Input and ensure data accuracy in the system.
Regional warehouses replenishment.
Return and exchange handling.
Conduct annual and cycle counts.
Communicating and coordinating with colleagues, especially with VO and AX system.
Ensure all tasks are thoroughly investigated within procedures and guidelines as outlined by Customer Service Manager.
Other assignments from the supervisor.
Qualifications
Associate degree, university diploma, or equivalent
Experience:- At least 1 year of experience working with customer support or in warehouse operations or logistics.
Previous experience with customer service and data entry
Optical experience is an advantage
Knowledge and Hard Skills:- Highly developed interpersonal skills
Excellent verbal and written communication skills
Active listening skills
Problem analysis, independent decision making and problem-solving skills
Attention to detail and accuracy
Good time management
Proficient in inventory management systems, shipping procedures, and MS Office; knowledge of ERP systems is a plus.
Behavioral Attributes: - Customer service orientation, customer centricity mindset
Adaptability
Initiative
Empathy
Positive attitude
Stress tolerance
A good team player with a flexible and proactive approach
Works with integrity and ethical; Upholds organizational value
Detail-oriented, reliable, organized, and able to work well under pressure and in a team environment.
Mobility- Willing to offsite support (domestically).
Able to accommodate shifts and flexible working hours and support overtime and travel locally as needed to support other sites base on Lab law and HOTA policy.
