Customer Service Centre Representative

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, 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 eye care industry.

Your role:

We are looking for a customer service centre representative who will provide customers with an effective and easy-to-use telephone call center service that offers solutions, support, and information at the time of interaction. The challenges of the role come from the breadth of knowledge required across systems and products, delivering effective service during peak season/operational issues, whilst balancing customer demands. This role is based in our Thornbury centre and will be primarily focused on resolving customer complaints.

Main responsibilities:

• Provide customers with a variety of solutions, support, and information at the time of interaction. Topics include order chase, order placement, order queries, stock issues, technical support, resolve EDI queries, deliveries, pricing, and promotions.
• Expedite urgent customer orders.
• Accurately and precisely enter/process orders, POS, and credits on the same day, applying knowledge of products.
• Be accountable for creating quality Salesforce cases and contacts, taking ownership to avoid duplication, sending to the correct team, closing cases raised, and making follow-up calls in a timely manner.
• Work cross-functionally and across sites to obtain information and keep the business updated.
• Escalate issues to the Team Manager and Business Development Managers (BDMs) as appropriate.
• Contribute to an improvement culture which strives to continually improve our service to customers.
• Undertake responsibilities in line with company policies and procedures, following health & safety guidelines and environmental responsibilities.
• Participate in continuous training opportunities to keep up to date.
• Be a role model, holding yourself and others accountable to company principles and values, acting in accordance with them at all times.

Main requirements:

• Previous experience in a customer service environment, demonstrating passion and tenacity to deliver first-class service.
• Excellent telephone manner and communication skills – confident, calm, and clear.
• Strong problem-solving skills and the ability to use initiative or escalate queries effectively.
• Able to work independently while being a strong team player.
• High standards, high attention to detail, and good organizational skills.
• Excellent PC, data entry, and administration skills.
• Experience with SAP, AS400, Annapurna, or similar platforms.
• Experience using a CRM system such as Salesforce.
• Good knowledge of Microsoft Office applications.
• Basic education qualifications including Maths and English.
• Background with optical products.

What’s in it for you:

In EssilorLuxottica, you are not defined just by your job title. Each career adventure is unique, but here are some benefits and perks:

• Company-funded Healthshield healthcare cashback program.
• Performance-related bonuses and opportunities to become a shareholder.
• Free and discounted EssilorLuxottica products, including frames and lenses.
• Hybrid working model, with up to 40% of your time spent at home.
• Enhanced annual leave, sick leave, and more.

Our recruitment process may vary; if selected, our recruiters will guide you through the specific steps of your application process.