Optometry | Optical Manufacturing

Job Description:
Secondarily

-we partner with the China team very closely. It would benefit the autonomy/effectiveness of the PH leadership team to have some internal conversational mandarin ability.

-having a trainer with an optical background would be preferred/desirable

-having Zendesk experience or Zendesk reporting/configuration experience would be an asset. (we are all new to Zendesk.)



To share the rationale . . .

In our current MX BPO site, we have not been able to recruit for an optical background. Listening and communication is sometimes not strong (i.e., agents sometimes jump to same canned answer when the customer asks a similar question again and are given comments like “robotic” or “read off a script”)

With this new site, we are trying to raise the level of service and our strategy is to recruit folks with optical/optician background to truly care and understand how to take care of a customer's vision health. The customer's current experience is to have a full- service retail experience - where they don't need to understand their prescription, they get help choosing their frames, and someone can help them troubleshoot and ensure the right fit. This is all in person at a physical location. We are trying to bridge the gap here when someone tries to do all these things online or on the phone but to be able to frame it positively knowing that online offers affordability and access to more frames/lens options.
Minimum Qualifications:
Profile Requirements:

§ 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.)

o With the other 75%, there appears to be an opportunity to tap into the optical retail shops in your local malls or possibly a medical student population.