At a Glance
- Tasks: Provide top-notch customer support via phone, resolving queries and complaints effectively.
- Company: Join EssilorLuxottica, a global leader in eyewear and vision care products.
- Benefits: Enjoy hybrid working, performance bonuses, and discounts on stylish eyewear.
- Why this job: Be part of a dynamic team that values inclusivity and continuous improvement.
- Qualifications: Previous customer service experience and strong communication skills are essential.
- Other info: Opportunity for career growth and participation in ongoing training.
The predicted salary is between 24000 - 36000 Β£ per year.
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.
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 an 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 place, order queries, stock issues, technical, resolve EDI queries, deliveries, pricing, and promotion.
- Expedite urgent customer orders.
- Accurately and precisely enter/process orders, POS, and credits 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 of 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 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.
- Keep up to date by participating in continuous training opportunities.
- Be a role model holding yourself and others accountable to company principles and values.
Main requirements:
- Previous experience of having worked in a Customer Service environment, demonstrating passion and tenacity to deliver 1st class service.
- Excellent telephone manner and communication skills - confident, calm, and clear telephone skills.
- Strong problem-solving skills and able to use initiative or escalate queries effectively.
- Able to work under own supervision whilst being a strong team player.
- Consistently high standards, high attention to detail, and good organizational skills.
- Excellent PC, data entry, and administration skills.
- Preferable: Demonstrable experience with SAP, AS400, Annapurna or similar platforms.
- Proven experience using a CRM system such as Salesforce.
- Good working knowledge of Microsoft office applications.
- General education qualifications including Maths and English.
- Background with optical products.
Whatβs in it for you: In EssilorLuxottica, you are not defined just by your job title. Each career adventure is unique, but have a glimpse of the benefits and perks you can have by choosing us.
- Company funded provision of Healthshield, our healthcare cashback programme.
- Performance related bonuses, and opportunities to become a Shareholder.
- Free and discounted EssilorLuxottica products, including Frames and Lenses.
- Hybrid working, with up to 40% of your time spent at home.
- Enhanced annual leave, sickness leave, and more.
Recruiting process: Our recruitment process may vary; If you are selected, you will be contacted by our recruiters to guide you through the specific steps for your application.
Customer Service Centre Representative employer: ESSILORLUXOTTICA GROUP
Contact Detail:
ESSILORLUXOTTICA GROUP Recruiting Team
StudySmarter Expert Advice π€«
We think this is how you could land Customer Service Centre Representative
β¨Tip Number 1
Familiarise yourself with the products and services offered by EssilorLuxottica. Understanding the range of eyewear and vision care solutions will help you engage more effectively with customers and demonstrate your knowledge during the interview.
β¨Tip Number 2
Brush up on your problem-solving skills. Since the role involves resolving customer complaints, think of examples from your past experiences where you've successfully handled difficult situations or provided exceptional service.
β¨Tip Number 3
Practice your telephone communication skills. As this role requires excellent telephone manners, consider doing mock calls with friends or family to refine your ability to communicate clearly and confidently.
β¨Tip Number 4
Network with current employees or connect with us on LinkedIn. Engaging with our community can provide insights into the company culture and expectations, which can be beneficial during your application process.
We think you need these skills to ace Customer Service Centre Representative
Some tips for your application π«‘
Tailor Your CV: Make sure your CV highlights relevant experience in customer service. Emphasise skills such as problem-solving, communication, and any familiarity with CRM systems like Salesforce.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering excellent customer service. Mention specific examples from your past experiences that demonstrate your ability to handle customer queries effectively.
Showcase Relevant Skills: Clearly outline your skills that match the job requirements, such as strong telephone manner, attention to detail, and proficiency in Microsoft Office applications. Use bullet points for clarity.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at ESSILORLUXOTTICA GROUP
β¨Showcase Your Customer Service Experience
Make sure to highlight your previous experience in customer service roles. Be prepared to discuss specific situations where you successfully resolved customer issues or exceeded their expectations.
β¨Demonstrate Problem-Solving Skills
Prepare examples that showcase your problem-solving abilities. Think of times when you had to think on your feet or escalate an issue effectively, as this role requires strong initiative and quick thinking.
β¨Familiarise Yourself with the Products
Since the company deals with optical products, having a basic understanding of these items can set you apart. Research the brands and products mentioned in the job description to show your enthusiasm and knowledge.
β¨Practice Clear Communication
As the role involves a lot of telephone interaction, practice speaking clearly and confidently. You might even want to do mock interviews with friends to refine your communication skills and ensure you come across as calm and professional.