Location: This hybrid role requires 4 days on-site at our Delta, BC Distribution Centre and 1 day remote per week. If scheduled over the weekend, the expectation is to work remote.

Hours: This role will be working 40 hours per week between Sunday – Saturday.

Welcome to Specsavers – where we’re not just about eyewear and eyecare, but about changing lives through better sight. Ranked the 11th Best Workplace™ in Canada and 12th globally by Great Place to Work®, we’re proud of our optometrist-owned model that delivers high-quality, accessible eyecare for every budget.

Founded 40 years ago in the UK by visionary optometrists Doug and Mary Perkins, Specsavers has remained privately owned since day one. Today, we are a $7.8 billion global business with over 45,000 colleagues across more than 2,700 retail optical locations.

In Canada, our support office is based in Burnaby, BC. Since entering the market in 2021, we’ve been scaling rapidly, now with nearly 240 locations nationwide. With advanced clinical equipment and a wide range of affordable, high-quality eyewear, we’re transforming the way Canadians experience eyecare.

If you’re passionate about making a difference and want to be part of a values-driven organization, join us as we continue to grow. Together, we can change lives through better sight.

What You’ll Do

The Customer Service Advisor is responsible for delivering exceptional customer support to our retail stores across Canada by responding to queries and issues in a timely, professional manner.

This role requires a high level of autonomy with a key focus on raising any customer concerns to the Customer Services Supervisor as and when they arise.

Key Responsibilities

• Answer telephone and email queries with a ‘customer first’ approach
• Proactively keep customers informed on the progress of their orders and any other related service issues they may have.
• Deal with internal and external service users in a courteous and professional manner
• Accept instruction and training from key personnel to develop their skills.
• Accurately enter and maintain appropriate data information to support customers and stakeholders.
• Order placements and tracking while proactively updating the stores on the status.
• Chase progress of orders with our suppliers and keep customers updated.
• Provide regular updates to Customer Service Supervisor, keeping them abreast of issues and developments.
• Timely make suggestions to adhere to BCDC culture of continuous improvement.
• Assist the members of wider BCDC team as and where required, cross-training for maximum effectiveness.
• Supporting stores with basic Optics queries – Optics training will be provided.
• Processing lab error credits
  • Receiving jobs from stores to BCDC that fail to meet quality standards. Upon arrival at BCDC, these jobs are assessed against Specsavers quality standards and either approved or rejected by CS advisor accordingly.
  • Explaining the stores the reason of rejects, where applicable.
• Warranty Claims Processing
  • Receiving jobs from stores to BCDC that require a warranty claim. Upon arrival at BCDC, the jobs are assessed against Specsavers standards and either approved or rejected by the CS advisor accordingly.
  • Explaining the stores the reason of rejects, where applicable.
• Processing store error credits
  • Receiving jobs from stores to BCDC that require a store error claim. Upon arrival at BCDC, the jobs are reviewed and are approved for credits by CS advisor.

What We’re Looking For

• Customer-centric and professional telephone manner – positive, approachable, and proactive – which exudes Customer Service excellence.
• IT literate with itemediate proficiency in Microsoft Excel (Pivot Tables, V-LOOKUPs).
• Ability to work in a fast-paced environment.

Nice-to-have skills:

• Ability and confidence to deal with complex situations from start to finish with minimal supervision.
• Understanding of optics
• Proactive approach on handling issues and complaints.
• Continuous improvement mindset.

Compensation: $50,000 – $57,000 base salary, plus quarterly bonus, profit sharing, and benefits. Actual compensation will be determined based on experience

Speccies’ Benefits

• 3 weeks of vacation and 1 paid volunteer day

• 1 extra paid day off and an eyecare voucher on your birthday

• RRSP matching

• Quarterly performance bonus

• Profit sharing program

• Healthcare spending account

• Health and dental benefits effective on your first day

• Team and company social events

Behaviours We Value

• Collaborative: We work together as one Specsavers to deliver our purpose
• Curious: We question, explore, and seek out diverse perspectives to develop our knowledge and understanding
• Courageous: We challenge the status quo, we experiment with good ideas, and we are brave, bold, and fast in our decision making
• Compassionate: We care, support, and help each other
• Commercial: We treat money wisely and make decisions that are good for our customers, our partners, our people, and good for the long term

We hope that in applying with us, you value these things as well!

Our Hybrid Work Model

Experience the best of both worlds. At Specsavers, we embrace a hybrid approach that balances in-office collaboration with the flexibility to work from home. We come together in office three days a week to connect, innovate, and keep our culture thriving.

Equal Opportunity Employer

At Specsavers, we are committed to fostering a diverse and inclusive workplace. We believe that a diverse team enriches our work environment and enables us to achieve our goals. We are an equal opportunity employer and encourage candidates of all backgrounds and abilities to apply. If you believe you can contribute to our mission and vision, we welcome your application, even if you don’t meet every qualification listed. We value the unique skills and perspectives each individual brings to our team.

Accessibility and Accommodations

We are committed to creating an inclusive and accessible workplace. If you require accommodations at any stage of the application or interview process, please let us know by contacting us at careers.ca@specsavers.com . We will work with you to meet your needs and ensure a fair and equitable experience.