GlassesUSA.com has been disrupting the traditional eyewear industry, becoming the fastest growing and leading online eyewear retailer in the world with millions of customers. Our cutting-edge in-house technologies and data-driven philosophy constantly keep us on the frontline of the global eCommerce B2C industry.

Role Description:

As a CX Backoffice Specialist, you will play a critical role in ensuring seamless customer experiences by managing and processing in-network orders, primarily focusing on contact lenses. You will be responsible for validating prescriptions, processing orders, handling exchanges, and addressing customer inquiries related to shipping and delivery issues. Your role will involve direct communication with contact lens providers and ensuring that all back office tasks are completed with a high level of accuracy and efficiency.

Responsibilities:

• Validating contact lens prescriptions through fax processes using CRM platforms.
• Processing contact lens orders and managing follow-up communications.
• Liaising with contact lens providers to resolve order follow-ups and DND cases.
• Handling exchange requests, including those for contact lenses and glasses.
• Responding promptly to customer queries regarding shipping, delivery issues, and escalations.
• Monitoring and prioritizing all backoffice tasks related to contact lenses, ensuring timely completion.
• Processing store credits and exchanges for both glasses and contact lenses.
• Providing shipping labels for returned contact lenses.

Qualifications:

• A minimum of one year of customer service experience is required.
• Understanding of CRM systems and their functionalities.
• Proficiency in Google Suite and Microsoft Suite.
• Excellent communication and problem-solving skills.
• Ability to multitask effectively.
• Experience in handling billing inquiries.
• Experience with refunds is a plus.
• Familiarity with eCommerce and/or the Optical Industry is a plus.

What we’re looking for:

• An individual with a high attention to detail.
• Patience and composure when handling challenging cases.
• Strong numerical and analytical skills.
• Exceptional organizational skills with a focus on delivering outstanding customer service.
• Dependable and reliable, with a commitment to excellence in every task.

Role located in Ramat HaChayal, Tel Aviv.