At a Glance
- Tasks: Provide top-notch customer service and solutions over the phone.
- Company: Join a leading optical company with a focus on customer satisfaction.
- Benefits: Enjoy hybrid working, performance bonuses, and discounts on products.
- Other info: Dynamic team environment with opportunities for growth and training.
- Why this job: Make a real difference in customers' lives while developing your skills.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 25000 - 30000 € per year.
We are looking for a customer service centre representative who will provide customers with an effective and easy‑to‑use telephone call centre service that offers solutions, support and information at the time of interaction. We want to empower you so that you can add value to our customers' experience and exceed their expectations. 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, but applicants requiring hybrid or remote working may be accommodated if agreed during the onboarding process.
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. This includes adherence to the Customer complaints procedure.
- 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 e.g., Leonardo, new products.
- Be a role model holding yourself and others accountable to company principles and values at all times.
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 elevate 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.
- 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.
What’s in it for you
- 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.
Location: Thornbury, England, United Kingdom
Customer Service Centre Representative 1 in Thornbury employer: Luxottica
At our Thornbury centre, we pride ourselves on being an exceptional employer that values the growth and well-being of our employees. With a strong focus on continuous improvement and a supportive work culture, we offer hybrid working options, competitive performance-related bonuses, and unique benefits such as free EssilorLuxottica products. Join us to be part of a team that empowers you to deliver outstanding customer service while enjoying enhanced leave and healthcare provisions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Centre Representative 1 in Thornbury
✨Tip Number 1
Get to know the company inside out! Research their products, values, and customer service approach. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your phone skills! Since this role is all about effective communication over the phone, try role-playing with a friend or family member. Focus on being clear, calm, and confident – it’ll make a huge difference when you’re on the line with customers.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you’ve successfully resolved customer issues. Be ready to share these stories during your interview to demonstrate how you can add value to the customer experience.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Customer Service Centre Representative 1 in Thornbury
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Service Centre Representative role. Highlight your previous experience in customer service and any relevant skills that match the job description. We want to see how you can add value to our team!
Show Off Your Communication Skills:Since this role involves a lot of telephone interaction, it's crucial to demonstrate your excellent communication skills. Use clear and confident language in your application to reflect how you would engage with customers. Remember, we’re looking for someone who can keep it calm and clear!
Highlight Problem-Solving Abilities:We love candidates who can think on their feet! In your application, share examples of how you've effectively resolved customer issues in the past. This will show us that you have the initiative and problem-solving skills we need in our fast-paced environment.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at StudySmarter!
How to prepare for a job interview at Luxottica
✨Know Your Stuff
Make sure you brush up on the products and services offered by the company. Familiarise yourself with common customer queries related to orders, stock issues, and technical support. This knowledge will help you answer questions confidently and show that you're ready to provide top-notch service.
✨Show Off Your Communication Skills
Since this role heavily relies on effective communication, practice your telephone manner before the interview. Try role-playing with a friend or family member to ensure you sound calm, clear, and confident. Remember, it's all about making the customer feel valued and understood.
✨Demonstrate Problem-Solving Abilities
Prepare examples of how you've successfully resolved customer issues in the past. Think of specific situations where you used your initiative to find solutions. This will highlight your strong problem-solving skills and show that you can handle challenges effectively.
✨Be Ready for Teamwork Questions
As a Customer Service Centre Representative, you'll need to work well with others. Be prepared to discuss your experience working in teams and how you contribute to a positive team environment. Highlight any cross-functional collaboration you've done, as this will resonate well with the interviewers.
