TERMS OF REFERENCE – CUSTOMER SERVICE ASSOCIATE

Date: 1st August 2025

1. POST DETAILS
Post: Customer Service Associate
Contract Duration: Permanent, initial contract shall be for a period of 1 (one) year.
Department: Optical Services Department
Division: Sales & Marketing

2. REPORTING RELATIONSHIPS
The Customer Service Associate will report to the Manager, Front Office, and is expected to work closely with the Sales Team of EyeCare.

3. OVERALL RESPONSIBILITIES
The Customer Service Associate is responsible for delivering exceptional service to customers, addressing their needs, and ensuring a positive customer experience in the optical store.

4. SCOPE OF WORK
• Greet and welcome the customers and attend to their queries.
• Respond to customer inquiries regarding products and services, playing a PR role.
• Support the sales team in achieving targets by coordinating sales efforts.
• Process customer transactions accurately and efficiently.
• Assist with managing retail inventory and processing transactions.
• Participate in inventory management and stock replenishment.
• Maintain a clean and organized store environment.
• Support in resolving customer complaints and concerns effectively.
• Contribute to improving customer experience and satisfaction.
• Any other tasks assigned by the Employer within the work scope.

5. DESIRED SKILLS AND COMPETENCIES
• Fluency in written and spoken Dhivehi and English language.
• Proficiency in managing billing processes, handling payments, and ensuring accuracy in financial records.
• Excellent communication and interpersonal skills
• Ability to communicate effectively with patients, families, and healthcare professionals.
• Demonstrates kindness and understanding in dealing with patients’ needs and concerns.
• Ability to accurately follow care plans and provide detailed documentation of patient information.
• Capable of managing multiple patients and tasks efficiently.
• Works well in a team-oriented environment, cooperating with doctors, nurses, and other healthcare staff.
• Ability to think critically and address patient concerns or unexpected situations.
• Flexibility to adapt to a fast-paced healthcare environment with changing patient needs.
• Upholds patient privacy and maintains a high standard of ethical conduct.
• Understanding of basic healthcare procedures is a plus.

6. WE OFFER
• Attract remuneration package.
• Comprehensive Health Insurance package.
• Opportunities for professional development and growth.
• Access to online learning platforms.
• Mandatory learning and development.

• A Diploma in Hospital Management or Business Administration, or any other relevant field
• Minimum 3 years of work experience in Retail Operations, or a relevant field after completion of the Diploma.

OR
• Minimum of 3 A’ Level passes, including English, Dhivehi, and Mathematics
• Minimum 5 years of work experience in Retail Operations, or a relevant field after completion of A Levels.
• Candidate must be at least 25 years old