Retail Customer Service Co-ordinator

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