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, iconic brands that consumers love, as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences.
Join our global community of over 190,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry.
JOB SCOPE AND MAIN RESPONSIBILITIES:
Working as a Front Office Manager on the lens side of the business, you will lead and motivate the Front Office Team, taking responsibility to deliver the objectives/KPIs (quantitative and qualitative) for Customer Service.
You will be responsible for the effective evolution of the department with a vision to provide the best possible EssilorLuxottica experience to our customers, ensuring that Front Office contact points are of the highest quality to make the customer experience the best in the market, generating customer loyalty and adding value to the business.
MAIN RESPONSIBILITIES:
* Setting and communicating targets in conjunction with the CIC Manager.
* Developing customer service strategies to ensure the achievement of departmental and company objectives, whilst meeting Customer Satisfaction targets.
* Recruiting and training customer service personnel.
* Monitoring your team’s performance and motivating them to reach targets.
* Development and implementation of individual coaching plans for your team.
* The development of processes and systems to support customer and business objectives.
* Meeting the requirements of compliance standards such as ISO 13485 and health & safety regulations, including audits.
* Mentoring and training front office team managers and agents, monitored through regular feedback, 1-2-1’s and yearly performance process.
* Actively supporting a culture of best practice and continuous improvement.
* Managing employee relation issues in line with HR regulations.
MAIN REQUIREMENTS:
* Experience of managing a results and service-driven team, ideally within a contact centre environment.
* Proven customer service management experience.
* Experience of working in an International, multi-cultural environment.
* A proactive and organised approach, with the ability to manage multiple initiatives and stakeholders in a fast-paced environment.
* Previous use of SAP and CRM Systems.
* Excellent knowledge of full Microsoft Office Suite & IT Skills.
* Excellent written, verbal and interpersonal communication skills.
* Degree level (or equivalent) education.
* Being able to show autonomy, flexibility and common sense when needed.
* Being an excellent leader – being able to coach and motivate your team to achieve group and individual targets, and quickly identify areas for improvement and development.
* Demonstrating outstanding product and systems knowledge.
* Acting as a company ambassador.
* Having exceptional professional and interpersonal skills - answering relevant stakeholders, questions and handling objections effectively, applying a structured approach when dealing with queries.
* Acting as a guardian of the Culture - leading by example.
* Demonstrating integrity and trustworthiness, according to company values.
* Making our customers feel valued by EssilorLuxottica.
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