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Retail Customer Service Co-ordinator

Duncan and Todd · Aberdeen

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
Type Permanent - Full Time
Posted on07 April 2025

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