Customer Service Executive - Nordic Region in City of London

Customer Service Executive – Nordic Region

Location: London, GB

Widen Your Horizons. Join the Next Chapter of Your Career

At EssilorLuxottica, we are committed to empowering our people to grow and succeed. This is your opportunity to take your career to the next level, embrace new challenges, and continue making a difference.

We work for a brighter future, thinking today about the world of tomorrow.

Don’t miss the chance to shape your #FutureInSight with us!

Your role:

Join EssilorLuxottica, a global leader in eyewear innovation, and become part of our dynamic North Europe Customer Interaction Centre – where service meets style, and personality matters as much as performance.

We’re looking for a Nordic Customer Service Agent who can bring their warmth, wit, and originality to every interaction. You’ll be the friendly voice and helpful guide for our wholesale customers across the Nordic region, handling primarily the frame business while learning more about RX lenses and our expanding digital product range – including Meta smart eyewear, Nuance audio eyewear, SmartShopper (custom‑made frames), and in‑store media screen troubleshooting.

In this role, you’ll deliver service that feels both personal and premium – resolving queries, sharing product knowledge, and creating moments that customers remember. This is a remote role, with occasional in‑office collaboration when required. You’ll join a strong, supportive Nordic team that values connection, positivity, and professional pride.

Main responsibilities:

• Handle inbound and outbound communication across frames, lenses, connected eyewear, and digital tools.
• Provide timely, accurate, and empathetic support via phone, email, and B2B channels.
• Troubleshoot technical issues related to Meta, Nuance, SmartShopper, or in‑store media screens, helping customers feel confident and supported.
• Proactively suggest alternatives or additional solutions that best suit customer needs.

Service Excellence & Experience

• Deliver a service that delights — combining professionalism with your own authentic personality.
• Listen actively, show empathy, and turn challenges into opportunities to create loyal customers.
• Treat each contact as a chance to leave a lasting positive impression.

“The key is listening — then sharing your knowledge and personality to make every interaction meaningful. Don’t worry, we’ll teach you about our products; we just need your people skills and genuine care.”

After‑Sales & Technical Support

• Manage customer enquiries on orders, delivery, returns, and aftersales processes.
• Support customers in navigating our B2B platform and other digital tools.
• Escalate or resolve technical or operational issues with clarity and ownership.
• Work closely with your Nordic teammates and collaborate with other European departments such as Back Office, Logistics, Aftersales, Optical Support, and Lens teams.
• Occasionally participate in cross‑market projects — sharing ideas, learning from others, and contributing to our collective success.
• Strive toward both individual and team KPIs, celebrating results and supporting others.
• Stay informed on the latest product launches, campaigns, and technologies.
• Represent EssilorLuxottica’s innovation and style through confident communication and genuine enthusiasm.

Main requirements:

• Positive “can‑do” attitude — motivated, curious, and approachable.
• A genuine people person who enjoys helping others and building connections.
• Comfortable working remotely, managing time effectively, and staying engaged.
• A team player who thrives on collaboration but can also work confidently on your own.
• Adaptable, proactive, and excited by new technologies and continuous learning.
• Someone who brings both warmth and wit to their work — because great service is as much about personality as it is about precision.

Main skills and competencies you will display:

• Language skills: English required, and either Danish, Norwegian or Swedish (any combination a plus).
• Customer Service Excellence: Active listening, empathy, and ownership in every interaction.
• Communication Skills: Clear, engaging written and verbal communication across multiple platforms.
• Digital Confidence: Comfortable learning and explaining digital products and online tools.
• Technical Awareness: Experience or interest in troubleshooting connected eyewear or digital systems (Meta, Nuance, SmartShopper, in‑store media).
• Computer Proficiency: Microsoft Office (Word, Excel, PowerPoint) and confident in online navigation.
• Preferred Experience: SAP, CRM platforms, or Genesys Cloud.
• Optical Industry Advantage: Prior experience in eyewear, optics, or premium retail support is a plus.

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.