Job Title: Trainee Customer Service Representative (Long Circular Mall)

Job Summary:

Responsible assisting patients in the selection of frames and lenses as per their optical, prescription and cosmetic requirements and providing support duties for the Branch.

Essential Duties and Responsibilities:

  • Assist Customers with selecting frames and lenses as per prescription and cosmetic requirements and meeting individual sales targets.
  • Writing up job cards for customer and patient jobs.
  • Preparation of Charge Bills, Statements and quotations for customers.
  • Contact lens instructions
  • Dispatching and receiving jobs and contact lenses.
  • Putting patients on Auto Refractor, Inter ocular Pressure Machine and Visual Field and taking readings.
  • Making appointments for:- Eye Examinations, Contact Lens Fitting, contact Lens After Care and Visual Field Analysis
  •  Arranging the frames and display areas as per merchandising standards and ensuring that work area and counters are always clean and tidy.
  • Filing patient card, Rx forms and other documents.
  • Ordering, follow up and pricing of contact lenses.
  • Ordering stationery and supplies
  • Assist with monitoring of stock levels of sunglasses, frames, contact lens solutions and other products and accessories and reordering when necessary.
  • Cashing
  • Banking
  • Compiling Reports
  • Other related duties

Qualifications and Experience:

5 CXC or GCE subjects including Mathematics and English or one year related experience and/or training; or equivalent combination of education and experience.

Training in the following areas: – Product Training, Basic Optics includes frames, lenses, prescription, use of Auto refractor, Visual machine and Inter Ocular Pressure Machines.  Effective Quality Customer Service (EQCS), Sales, Company and Branch Procedures.

Language Skills:

Ability to read, analyze, and interpret technical information and procedures. Ability to effectively present information and respond to questions from customers, managers and supervisors.

Mathematical Skills:

Ability to add, subtract, multiply, and divides in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret prescriptions and determine frames and lenses based on prescription and customer needs.

Physical Demands:

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle or feel; reach with hands and arms; talk and hear. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. A faced paced environment at times.  Employee would be required to multi task and deal with several customers at once.

Interested persons should submit an updated curriculum vitae and cover letter to

Deadline for applications: Monday 27th January, 2020

Senior Customer Service Officer

Position Purpose:

Responsible for coordinating activities as it relates to effective management of our internal and external customer service competence.  Provides the highest quality of customer care, thus being an exemplar in service excellence. Communicates effectively and in a timely basis with customers to attend to their needs and provide solutions to challenges. Interacts with Branch Administrators and Departmental Heads to provide support and guidance in building a customer-focused organisation. Performs and oversees specific projects and programs as assigned. Responsible for making decisions based upon knowledge of company’s operations, policies and procedures. Deals effectively and accurately with highly confidential information. Trains, coaches and mentors employees to deliver excellence in customer service.

Essential Functions and Basic Duties:

Assist in the coordination of the company’s Customer Service Standards (EQCS – Branch Network)

  • Coordinate EQCS Evaluation Periods on a – quartely basis and within standards
    • Prepares timely, relevant communication to branches
    • Provide branches with evaluation forms
    • Collate & Analyse Data
    • Create monthly spreadsheet the records positive customer feedback and arrange gift vouchers for staff
  • Visit Branches (each branch at least once per month)
    • Identify strengths and challenges in staff  regarding  consistent performance of EQCS elements
    • Conduct Customer Service Audits
    • Identify strengths and weaknesses in the branch’s operations
    • Hold informal and formal feedback sessions
    • Building working relationships with the employees
    • Assist  the branch in extreme short staff situations

Assist in the development and implementation of the company’s Customer Service Programme (EQCS )

  • Liaise with departments to assist in the development of customer focused policies and procedures
  • Assist in ensuring policies and procedures are properly implemented
  • Assist in designing evaluation forms
  • Assist in the evaluation process (periodically)
  • Collate data (periodically)
  • Coordinate recognition programme (periodically)

Coordinate Customer Feedback Process (on going)

  • Receive and log customer feedback (complains, compliments, suggestions), both internal and external and resolve according to designated policies/procedures
  • Investigates and analyses customer complaints and suggestions
  • Suggest approaches to resolve complaints to CSM
  • Prepares responses to customers based on the outcome of the investigations or assessment
  • Call, visit or otherwise communicates with the customers to gather information relative to complaints or to convey decisions and/or appreciation in a timely manner
  • Follow-up with branches/departments to ensure that approaches agreed to are kept and implemented.Analyse data and evaluate systems, polices an procedures in light of customer complaints or suggestions and make recommendations for improvements

Maintain Monthly Customer Service Bulletin

  • Design Layout
  • Prepares articles for bulletin by liaising with contributors
  • Gather relevant information for bulleting (EQCS scores, compliments, case studies etc.)

Coordinate Research Activities

  • Administer periodic customer feedback surveys
  • Liaise with research agencies as needed
  • Design research instruments & questionnaires
  • Conduct research exercises as required
  • Collate and analyse data
  • Prepare reports and presentations on findings
  • Make recommendations based on analysis of research

Coordinate Relevant Training Activities (annually and as needed)

  • Coordinate EQCS and other relevant training
    • Liaise with facilitators to identify their needs and requirements
    • Communicate (written and verbal) with trainees and Supervisors
    • Prepares training requirements based on facilitators’ specifications (handouts, materials, refreshments etc)
  • Provide training as assigned

Assist with the completion of Real Time Feedback Sampling Calls

Supervises Customer Service Officer II or other temporary contract staff


To assist Customer Service Manager in other duties as required.

  • Completes special projects and other delegated activities that may be assigned by the Manager


  • Training and experience in the following skills:
    • Customer Service
    • Research & Analysis of Data
    • Marketing
  • Degree in Marketing or Hospitality with 3 years’ experience or a Diploma in Marketing or Hospitality   with 5 years’ experience.
  • Excellent Computer literacy – Microsoft Word, Excel, PowerPoint, Access
  • Experience in a supervisory capacity would be an asset
  • Any combination of experience & qualification


  • Coaching and Giving Constructive Feedback
  • Presentation Skills
  • Solutions Oriented Attitude
  • Decision-Making Skills: Ability to read, analyse, interpret and use data
  • Problem Solving Skills: Ability to respond effectively to inquiries or complaints from customers.
  • Communication and Interpersonal: Ability to effectively communicate with internal and external customers and all levels of staff with a high level of professionalism.
  • Ability to operate computer applications and other business equipment
  • Highly confidential
  • Professional appearance, dress and attitude

Personal Characteristics:

  • Emphasizes Excellence
  • Has a passion for customer service
  • Enthusiastic
  • Creative
  • Analytic/Critical Thinking

Interested persons should submit an updated curriculum vitae and cover letter to 

Deadline for applications: Friday 7th February, 2020


B2B Solutions Officer

Position Purpose:

Responsible for strengthening current relationships and actively building FOL’s B2B account portfolio. Accountable for driving revenue through direct marketing efforts of FOL’s products, corporate customer retention and penetration through active relationship engagement and management.

Essential Functions and Basic Duties:

Assist in the coordination of the company’s Customer Service Standards (EQCS – Branch Network

  • Develop and execute annual plan to grow corporate clientele business in accordance with set targets.
  • Actively roll out strategies for new business acquisition
  • Prepare and present proposals to corporate accounts during visits
  • Build and maintain contact with key personnel from corporate network to ensure customers are aware of ongoing offers as well as proactively seek out, understand and respond to issues
  • Maintain strong working relationship with key personnel at companies for both parties to be abreast of business activities and changes
  • Work closely with Accounts department to ensure corporate customer contracts are updated
  • Create corporate client promotional pack and make necessary updates on ongoing basis
  • Seek out branding opportunities to provide support to corporate customers to create awareness of eye health and supporting solutions
  • Lead roll out of communication to branches regarding changes in customer accounts or agreements
  • Work with branches to identify corporate account issues and create timely and mutually beneficial solutions


  • Provide monthly report on activities versus growth plan
  • Provide solutions to challenges and opportunities identified in the market
  • Prepare monthly report for department’s submission on corporate account activities and performance

Additional Activities

  • Co-ordinate with internal stakeholders to support customer activities – vision screening, employee health fairs and safety events
  • To assist in any other marketing project which is deemed necessary by the Manager
  • Performs any other duties which are incidental or consequential to the above, as may be assigned by the Marketing Manager or representative

Skills / Competencies:

  • Strong negotiating, influencing and selling skills
  • Strong planning, problem solving and analytical skills
  • Excellent communication (verbal and written) and customer service skills
  • High levels of integrity, autonomy, and self-motivation
  • Proficient in the use of Microsoft Office
  • Ability to work in a fast-paced environment by:
    • Appropriately prioritizing work load
    • Multitasking
    • Meeting deadlines
    • Ability to maintain confidential information
    • Excellent follow up and organizational skills
  • Work well under pressure
  • Owns a reliable working vehicle

Qualifications / Experience:

  • Bachelor’s degree in Management or Marketing
  • A minimum of three years experience in a trade marketing or business development environment, preferably in the optical industry
  • Proven track record for developing corporate accounts, meeting and exceeding targets
  • Computer literacy; proficiency in Microsoft Office Suite

Interested persons should submit an updated curriculum vitae and cover letter to

Deadline for applications: Friday 7th February, 2020


Applications can also be submitted below via the Contact Form Below