Customer Service Advisor

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.

What You’ll Do

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. 

Key Responsibilities

• 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.
• Processing lab error credits
  • 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
  • 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.

What We’re Looking For

• A customer-focused approach with a passion for delivering great service.
• A positive, proactive mindset with strong communication skills, ideally gained in a call or contact centre environment.
• Confidence using technology (e.g., Microsoft Office and internal systems).
• Ability to handle feedback and complaints with professionalism, empathy, and a solution-focused approach.
• Confidence to manage complex issues from start to finish with minimal supervision.
• A quick learner who is adaptable and open to change.
• A continuous improvement mindset, with a proactive approach to identifying and resolving issues.

Nice-to-have

• An understanding of optics, or a willingness to learn

Compensation: $45,000 - $55,000 base salary, plus quarterly bonus, profit sharing, and benefits. Actual compensation will be determined based on experience

Speccies’ Benefits

• 3 weeks of vacation and 1 paid volunteer day per year
• 1 extra paid day off plus an eyecare voucher to celebrate your birthday.
• Health and dental benefits, RRSP matching and a Healthcare Spending Account active from your first day.
• Mental health and wellbeing support, including $3,000 annually for practitioner care and access to our Employee Assistance Program.
• Quarterly bonuses, based on your performance.
• Annual Profit Share program to recognize your part in Specsavers’ success.
• Team and company social events, including holiday and annual celebrations. 

Behaviours We Value

• Collaborative: We work together as one Specsavers to deliver on our purpose
• Curious: We question, explore, and seek out diverse perspectives to develop our knowledge and understanding
• Courageous: We challenge the status quo, we experiment with good ideas, and we are brave, bold, and fast in our decision making
• Compassionate: We care, support, and help each other
• Commercial: We treat money wisely and make decisions that are good for our customers, our partners, our people and for the long term

We hope that in applying with us, you value these things as well!

Our Hybrid Work Model

Experience the best of both worlds. At Specsavers, we embrace a hybrid approach that balances in-office collaboration with the flexibility to work from home. We come together in office three days a week to connect, innovate, and keep our culture thriving.

Equal Opportunity Employer

At Specsavers, we are committed to fostering a diverse and inclusive workplace. We believe that a diverse team enriches our work environment and enables us to achieve our goals. We are an equal opportunity employer and encourage candidates of all backgrounds and abilities to apply. If you believe you can contribute to our mission and vision, we welcome your application, even if you don't meet every qualification listed. We value the unique skills and perspectives each individual brings to our team.

Accessibility and Accommodations

We are committed to creating an inclusive and accessible workplace. If you require accommodations at any stage of the application or interview process, please let us know by contacting us at careers.ca@specsavers.com . We will work with you to meet your needs and ensure a fair and equitable experience.

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