Frenchs Forest, Sydney NSW
Customer Service - Call Centre (Call Centre & Customer Service)
Full time
At Maui Jim Australia, we don’t just deliver premium eyewear—we create exceptional experiences that begin with our people. As a Prescription Specialist in our Customer Service team, you’ll play a pivotal role in bringing clarity, confidence and expertise to every interaction, supporting our optical partners with best-in-class advice and care. This is your opportunity to join a globally respected brand, immerse yourself in a collaborative, inclusive and high-performing culture, and grow your career within a business that truly values its ‘Ohana (family). If you’re passionate about precision, driven by service excellence, and ready to make a meaningful impact in the optical industry, we’d love to hear from you.
Qualifications & Experience
- Background in prescription dispensing (Optical industry).
- Experience in either retail optical stores or lab-based dispensing environments.
- Customer Service experience is essential for this role
- Strong organisational skills, attention to detail, and the ability to learn company computer-based applications and programs is required.
- Proficiency with Microsoft Word and Excel advantageous.
- Aloha Spirit!
Tasks & Responsibilities
- Handle Rx-specific customer service calls and respond in a timely manner to account enquiries, spreading the ‘Aloha spirit’ and offering exceptional Rx technical customer service support.
- Enter Rx orders into Vision Star (Rx lab software) and review Rx orders to ensure Maui Jim production range standards are met and where required, call accounts to discuss cases where the prescription is not correct, and in such instances, offer alternatives.
- Handle issues from accounts and sales representatives regarding Rx products and orders, initiate redo’s where required and return defective or faulty product to Peoria, USA (Maui Jim head office) within the required timeframe.
- Process Rx returns sent from accounts and create credit notes as required and determined by warranty and return guidelines, ensuring excellence in communication throughout the credits process.
- Troubleshoot any issues with accounts and patients. Communicate any recurring issues to the Rx team in the US (Peoria) or Germany (Braunschweig) and provide feedback on quality issues to the lab.
- Complete all repairs and adjustments for Rx and My Maui products complying with warranty and repair guidelines, ensuring excellence in communication and customer service.
Benefits
- Competitive salary
- Annual health benefit allowance
- Join a fun, mid-size team in Sydney’s Northern Beaches.
Application Process
If you are interested in this opportunity, please forward your resume to les.mclean@kering.com and provide contact details including phone and email.
About Us
Maui Jim Australia is part of Kering Eyewear, which belongs to the global Luxury group Kering. Kering Eyewear is the most relevant player in the Luxury Eyewear market segment. We design, develop, manufacture, and distribute eyewear that blends creativity, innovation and quality. Our portfolio spans a wide range of iconic brands including Gucci, Cartier, Saint Laurent, Bottega Veneta, Balenciaga, McQueen, Valentino, Chloé, Alaïa, Montblanc, Dunhill, Puma, and our proprietary brands LINDBERG, Maui Jim, and Zeal Optics. By combining industry expertise with a commitment to sustainability, we help our brands redefine design and craft eyewear that captivates consumers worldwide.
