Agent Position | Optical Account | Pasig  

Zenni Optical is 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 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.

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• Strong Customer Service - strong listening, critical thinking skills, high degree of empathy
• Strong English / US culture skills
• Strong communication (to advocate for the brand, help someone choose a frame that fits their face and style)
• Comfortable with basic technical systems or customer ticketing systems
• Optical/Optometry experience or education (25% of staff we want to have formal education –more on the optician side, NOT an optometrist, NOT manufacturing.)
  • With the other 75%, there appears to be an opportunity to tap into the optical retail shops in your local malls or possibly medical student population.