Optical Lab Customer Service Agent | Durban

Pay

Market related

Type

Permanent

Sector

Medical, Health & Social Care

Closes

in 59 days

Recruiter

Optivet · All jobs at Optivet

About the role

We are seeking a friendly, efficient and knowledgeable Optical Laboratory Customer Service Agent to join a Durban-based optical laboratory. The successful candidate will be responsible for providing professional customer support to Optometrists and optical practices while ensuring that orders and enquiries are handled accurately and efficiently. The role involves managing customer enquiries via telephone, WhatsApp and email, capturing and processing laboratory orders, providing updates on job progress and assisting with lens, prescription and product-related queries. The successful candidate will also liaise closely with the laboratory team regarding urgent and outstanding jobs, delays and remakes, while handling customer concerns and complaints professionally. This is a great opportunity for a positive, solutions-driven individual with strong communication skills, attention to detail and a background in the optical industry.

• Handle customer enquiries via telephone, WhatsApp and email.
• Assist optometrists and optical practices with orders and queries.
• Accurately capture and process optical laboratory orders.
• Follow up on jobs and provide customers with regular progress updates.
• Assist with lens, prescription and product-related queries.
• Liaise with the laboratory regarding urgent and outstanding jobs.
• Follow up on delayed jobs, remakes and customer concerns.
• Handle customer complaints professionally and efficiently.
• Maintain strong and positive customer relationships.
• Ensure a consistently high standard of customer service.
• Communicate effectively with customers and internal laboratory teams.
• Monitor outstanding orders and ensure timely follow-ups.
• Maintain accurate records of customer interactions and orders.
• Work efficiently in a fast-paced environment while managing multiple tasks.

What they're looking for

• Previous customer service experience.
• Optical or optical laboratory experience will be an advantage.
• Understanding of optical prescriptions and lenses will be a strong advantage.
• Excellent telephone and communication skills.
• Computer literate.
• Accurate and detail-oriented.
• Strong organisational and follow-up skills.
• Ability to multitask and work effectively under pressure.
• Positive, professional and solutions-driven approach.
• Strong customer-service and relationship-building skills.
• Reliable and team-oriented.