Chat and Voice Support Agent | Pasig | Optometry and Optical Account  

a leading Online Optical Retailer in the US, and continues to grow both domestically as well as on the International Level.

As a part of our customer service call center team, you will provide ongoing support to our customers by handling their inquiries about our products and services over the telephone while assisting them in their purchase of affordable eyeglasses (not a sales position) and may assist with the product return process.

We are currently hiring for multiple full-time positions at our Novato, California location (within an easy drive from many major cities in the Bay Area). Multiple shifts available; competitive compensation and comprehensive health and paid time off benefits.

Essential Functions:

• Answer incoming customer telephone calls in a courteous and professional manner.
• Respond to and investigate customer inquiries, concerns, and issues via phone, email, and fax.
• Independently resolve customer support issues and escalate when necessary.
• Document all contacts, actions, and responses within the customer database.
• Maintain working knowledge of our products and services.
• Meet service expectations and overall attendance and performance standards.

• May assist with new hire training/shadowing.

• Maintain working knowledge of our products and services.
• Meet all service, attendance, and performance standards.
• Apply all Customer Service procedures as required.

• Required: minimum 1-year customer service experience
• Desired, but not required:
  • Contact Center experience
  • ABO Certification or equivalent optical knowledge
• Strong computer skills with working knowledge of MS Office Suite, Internet browsers and databases.
• Typing speed of 30+ wpm with accurate results and basic math skills and aptitude required.
• Excellent verbal/written communication and interpersonal skills. Bilingual language skills a plus.
• Ability to work well under pressure and diffuse difficult situations in a calm/professional manner.
• Effective time management skills with the ability to handle multiple projects, prioritize and be willing to switch priorities as advised by Customer Service management.
• Ability to work independently to manage tasks without close supervision as well as within a team.
• Strong organizational, problem solving, and analytical skills.