Customer Service & Collections Specialist (Interim)

VisilabGroup; Meyrin; Vor Ort; CHF 70.000 - 90.000; Vollzeit

Zusammenfassung

VisilabGroup, part of EssilorLuxottica, seeks a customer-focused professional to support the management of long-overdue customers in a Swiss interim role. You will proactively contact customers, resolve payment issues, and maintain accurate records to support recovery efforts.

You will investigate accounts, discuss balances, resend invoices, and help develop better collection strategies. Proficiency with Excel and clear, empathetic communication are essential in this fast-paced environment.

Qualifikationen

• Experience in customer service, retail, or similar environments.
• Strong communication and interpersonal skills.
• Fluent or good German; additional languages a plus.
• Knowledge of debt collection processes preferred.
• Proficient with Excel and MS Office.

Aufgaben

• Contact overdue customers to recover payments.
• Update contact information in internal systems.
• Discuss balances and arrange next steps or payment plans.
• Resend unpaid invoices and support payment processes.
• Escalate complex cases with management and document outcomes.
• Maintain Excel tracking files of actions and statuses.
• Contribute to improved collection scripts and processes.
• Assist in preparing future outsourcing documentation.

Kenntnisse

Customer service

Communication skills

German language

Outbound calls

Excel

Attention to detail

Tools

CRM systems

MS Office

Jobbeschreibung

EssilorLuxottica is the global leader in the design, manufacture, and distribution of fashion, luxury, and sports eyewear. With iconic brands like Ray-Ban, Oakley, Oliver Peoples, and exclusive licenses for fashion houses such as Prada, Chanel, Burberry, and others, we blend innovation, craftsmanship, and style into every frame.

With over 190,000 employees in 150 countries, EssilorLuxottica is driving the transformation of the eyewear industry, from traditional vision care to smart eyewear technology such as the Ray-Ban Meta Smart Glasses.

Since 2021, VisilabGroup has been part of EssilorLuxottica, driving retail excellence in Switzerland. The group unites the leading Swiss optical brands Visilab, Kochoptik, McOptic, and Linsenmax, operating across 170 stores and building a strong heritage since 1988.

About the role

We are looking for a customer-oriented professional to support the management of long-overdue customers. This is an interim position created to improve our collections process and customer recovery efforts.

The successful candidate will proactively contact customers, resolve payment issues, maintain accurate records, and contribute recommendations for improving future collection strategies and customer communications.

Key Responsibilities

• Contact a variety of customers whose accounts are overdue.
• Investigate and update inaccurate customer contact information in internal systems.
• Discuss outstanding balances with customers and agree on appropriate next steps to regularize their accounts.
• Resend unpaid invoices and support customers throughout the payment process.
• Assess complex or critical cases with management to determine the best approach, including progressive debt settlement plans, contract termination, or escalation to debt collection procedures.
• Maintain and regularly update Excel tracking files containing actions taken, customer interactions, and account status.
• Analyze customer interactions and provide recommendations on best practices for managing long-term overdue accounts.
• Develop and refine call scripts, communication templates, and contact strategies to improve customer reach and resolution rates.
• Support the preparation of processes and documentation for the future outsourcing of collections activities.

Profile & Qualifications

• Customer-focused with excellent communication and interpersonal skills.
• Comfortable making outbound calls and building positive relationships with customers.
• Fluent/good level in German; additional language skills are an advantage.
• Strong commercial awareness and a solution-oriented mindset.
• Experience in customer service, subscription-based businesses, retail, e-commerce, or similar customer-facing environments.
• Good understanding of credit collection processes, bookkeeping principles, and payment management.
• Proficient in Microsoft Excel and general office applications.
• Agile, adaptable, and quick to learn new systems and processes.
• Able to handle sensitive customer situations with professionalism and empathy.
• Strong organizational skills with attention to detail and follow-through.

What Success Looks Like

• Increased recovery of overdue payments.
• Improved accuracy of customer records.
• Well-documented collection activities and account status tracking.
• Clear recommendations and communication processes ready for future outsourcing.
• Positive customer interactions that balance commercial objectives with customer satisfaction.