Specscart Senior Operations & Online Customer Services Representative

Specscart is the fastest-growing eyewear business in the UK, revolutionising the industry by redefining how people perceive eyeglasses. Over the past eight years, we have achieved an impressive year-on-year growth rate of 98%. With three smart retail stores across the UK, a state-of-the-art glazing lab in Manchester, and an e-commerce platform that has shipped glasses to 132 countries across six inhabited continents, we are proud of our global presence and innovation.

We are currently looking for a Senior Operations & Online Customer Services Representative to join our team at our IT Headquarters in India.

This role will be primarily responsible for handling and managing customer service for our UK customers. While the role is based in India, you will work closely with the UK Customer Service team and report directly to the UK Head of Department.

The role will also involve coordinating the India Customer Service team, ensuring that the team follows the required processes and service standards, and maintaining a consistent and high-quality experience for our UK customers across calls, emails, live chats, and online platforms.

Job Brief

We are looking for a customer-focused, responsible, and proactive Senior Operations & Online Customer Services Representative who can take ownership of the day-to-day customer service operations for our UK customers.

This is a blended customer service and operations role, where you will directly interact with UK customers through phone calls, live chats, and emails. You will handle customer enquiries, complaints, orders, prescriptions, deliveries, payments, returns, refunds, and other customer-related concerns.

Along with handling customers directly, you will work closely with the India Customer Service team to ensure that customer service processes, response times, communication standards, and quality expectations are consistently maintained.

You will also be responsible for monitoring customer feedback across different platforms, maintaining Specscart's online reputation, identifying recurring customer issues, and working with the UK HOD and internal teams to improve the overall customer experience.

Roles & Responsibilities

- UK Customer Service: Handle inbound and outbound interactions with UK customers through calls, live chats, and emails. Address enquiries related to orders, prescriptions, deliveries, payments, returns, refunds, and other customer concerns while maintaining a professional and personalised experience.




- Customer Issue Resolution: Take complete ownership of customer complaints and concerns. Handle difficult or escalated situations calmly and empathetically, coordinate with relevant teams, and ensure that the customer receives an appropriate and timely resolution.
- Order Management: Manage customer orders and initiate necessary follow-ups, including order tracking, modifications, delivery concerns, returns, refunds. Ensure that customer issues related to orders are followed through until resolution.
- Customer Experience & Brand Representation: Act as a strong advocate for the customer and ensure that every interaction reflects Specscart's standards. Identify opportunities to improve the customer journey and ensure that customers receive a consistent and trustworthy experience.
- Online Reputation Management: Monitor customer feedback and reviews across Google, Trustpilot, social media, and other relevant platforms. Identify negative experiences and recurring concerns, coordinate appropriate action, and help maintain and improve Specscart's online reputation.
- Cross-functional Coordination & Process Improvement: Work closely with the UK HOD and teams across Operations, Dispatch, Glazing, Retail, Product, Finance, Marketing, Development and Customer Service to resolve customer issues. Identify recurring problems, suggest improvements, and provide customer insights to improve processes and the overall UK customer experience.

Requirements for the Ideal Match

- 4+ years of experience in Customer Service, Customer Experience, Customer Operations, or a similar customer-facing/operations role.
- Strong experience handling UK or international customers, preferably through calls, emails, and live chats.
- Experience handling blended customer support channels.
- Excellent verbal and written English communication skills, with the confidence to communicate professionally with UK customers.
- Experience in handling or coordinating a Customer Service team.
- Strong understanding of e-commerce customer journeys and order management.
- Strong problem-solving, decision-making, and customer-handling skills.
- Ability to handle difficult, sensitive,



and escalated customer situations calmly and professionally.
- Strong sense of ownership and ability to follow customer issues through to resolution.
- Experience working with CRM, ticketing, live chat, or customer service platforms.
- Strong attention to detail and ability to manage multiple customer interactions and operational tasks.
- Ability to work independently while coordinating effectively with UK-based HOD and India-based teams.
- Comfortable working in a fast-paced environment with changing priorities.

Good to Have

- Previous experience working specifically with UK customers or UK-based businesses.
- Experience managing or monitoring Trustpilot, Google Reviews, social media feedback, or other online review platforms.
- Experience with CRM/helpdesk platforms such as Zendesk, Freshdesk, Gorgias, Intercom, or similar tools.
- Experience mentoring or supporting Customer Service team members.
- Experience working directly with international stakeholders or overseas teams.

Benefits

- Salary: Negotiable based on experience and suitability
- Sundays off and 1st & 3rd Saturday off each month
- Bonus plans
- Paid holidays annually
- Growth opportunities opportunities
- Opportunity to work directly with UK customers and an international team
- Potential future opportunities to work from our UK office

Why Join Specscart?

Working at Specscart gives you the opportunity to build your career with one of the UK's fastest-growing eyewear brands.

In this role, you will work directly with UK customers while being based at our India IT Headquarters, giving you valuable experience in international customer service, D2C e-commerce, customer experience, and online reputation management.

You will also work closely with the UK Head of Department, giving you exposure to international operations and the opportunity to take ownership of an important customer-facing function.

If you are someone who genuinely enjoys helping customers, communicates confidently, takes ownership of problems, and understands the importance of customer trust and service quality, Specscart is the place for you.

How to Apply

Please send your CV to [email protected], along with a brief note explaining why you would be a good fit for this role.

If you have previous experience handling UK/international customers, managing customer service operations, working with online reviews, or working in a D2C/e-commerce environment, please highlight this in your application.

📌 Sr. Operations and Online Customer Services Representative (Faridabad)
🏢 Specscart.
📍 Faridabad