Optical Lab Customer Service Agent

About the role

Optivet is looking for a friendly, efficient and knowledgeable Optical Laboratory Customer Service Agent to join its Durban‑based lab. You will be the primary point of contact for optometrists and optical practices, handling enquiries, orders and product queries while ensuring a high standard of service.

Key responsibilities

• Manage customer enquiries via telephone, WhatsApp and email.
• Capture and process optical laboratory orders accurately.
• Provide regular progress updates and follow‑up on jobs.
• Assist with lens, prescription and product‑related questions.
• Liaise with the laboratory team on urgent, delayed or remade jobs.
• Handle complaints professionally and maintain strong customer relationships.
• Maintain accurate records of interactions and orders.

Required profile

• Previous customer service experience (3‑5 years preferred).
• Knowledge of optical prescriptions and lenses is a strong advantage.
• Excellent telephone and communication skills.
• Computer literate and detail‑oriented.
• Strong organisational, follow‑up and multitasking abilities.
• Ability to work under pressure with a solutions‑driven attitude.
• Team‑oriented, reliable and professional demeanor.