If you've worn a pair of glasses, we've already met.
We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products (such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions), iconic brands that consumers love (such as Ray-Ban, Oakley, Persol, Oliver Peoples, Vogue Eyewear and Costa), as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences (such as Sunglass Hut, LensCrafters, Salmoiraghi & Viganò and the GrandVision network), and leading e-commerce platforms.
Join our global community of over 190,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry.
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Your #FutureInSight with EssilorLuxottica
Are you willing to pioneer new frontiers, foster inclusivity and collaboration, embrace agility, ignite passion, and make a positive impact on the world? Join us in redefining the boundaries of what's possible.
JOB SCOPE AND MAIN RESPONSIBILITIES
Provide general and technical advice to customers as required either over the telephone, e-mail or fax.
Process customer orders, answer and resolve enquiries, queries and complaints whilst maintaining a professional manner at all times.
AREAS OF RESPONSIBILITIES AND RELATED ACTIVITIES
Deal with a range of customers on a daily basis and answer general enquiries, provide technical advice and resolve customer complaints.
Work well as part of the team ensuring the department provides an unrivalled customer experience.
Maintain a professional telephone manner at all times when dealing with both external and internal customers.
Take proactive steps and action to minimise order delays ensuring that customers and internal colleagues are kept informed.
Advise customers about updates regarding products and services.
Update customer records in 'real time' where possible to ensure accuracy of accounts and status of orders to ensure correct and up to date information is available to all users on the system.
Make decisions in line with job role and communicate any potential impact these decisions might have on others within the department and across other departments within the business.
Work in a spirit of co-operation with all departments to ensure that customer deadlines are met.
Keep up to date with the latest optical industry developments relevant to role and manage own personal development through focusing on continual training and development.
Work to the relevant quality standards and ensure associated procedures are followed at all times.
Ensure health and safety guidelines are followed at all times within the workplace.
Maintain a tidy, clean and safe team working environment in accordance with all health and safety requirements. Practice good housekeeping at all times in accordance with company health and safety requirements.
Reflect the business core values in all aspects of the role both internally and externally and leads by example.
NETWORK OF INTERACTION
INTERNAL Production, Logistics, Order Processing & Dispatch
EXTERNAL Customers
TECHNICAL SKILLS - PORTRAIT OF A PERFECT CANDIDATE
Positive customer focused approach
Being able to work in a team
Effective communication skills at all levels
Ability to remain calm under pressure
Ability to work to deadlines and organise own workload
Strong relationship building skills (internal and external)
Being able to handle complaints and difficult situations
Strong analytical skills
In depth knowledge of customer service standards
Good understanding of Microsoft Office packages
Optical industry knowledge would be an advantage
CANDIDATE PROFILE
Educational Background GCSE in Maths and English grade 'C' or above or equivalent
LANGUAGES
English
Our Diversity, Equity and Inclusion commitment
We are committed to creating an inclusive environment for all employees. We celebrate diversity and provide equal opportunities to all, regardless of race, gender, ethnicity, religion, disability, sexual orientation, or any other characteristic that makes us unique.