Customer Service Executive - Benelux Fixed Term

Luxottica; London; Remote; GBP 25,000 - 35,000; Full time

Job summary

Join a dynamic and inclusive global leader in the eyewear industry, committed to delivering exceptional customer service. This role offers the opportunity to engage with diverse wholesale customers across Northern Europe, utilizing your language skills in Dutch, French, and English. You will play a pivotal role in enhancing customer experiences by providing tailored solutions and support through various communication channels. As part of a dedicated team, you will contribute to the company's mission of redefining the eyewear and eyecare industry while fostering a collaborative work environment. Embrace the chance to make a positive impact and grow your career in a forward-thinking company.

Qualifications

• Fluent in Dutch, French, and English is essential.
• Strong customer service and communication skills are required.

Responsibilities

• Provide first-class customer service to wholesale customers.
• Assist customers with inquiries via phone, email, and B2B platform.

Skills

Customer service skills

Active listening

Problem-solving mentality

Communication skills

Computer skills

Professional attitude

Self-motivation

Team player

Tools

Microsoft Office Suite

SAP

Customer Relationship Management systems

Genesys Cloud

Job description

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Date: Apr 16, 2025

Location:

London, GB

If you’ve worn a pair of glasses, we’ve already met.

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 eyecare industry.

Your #FutureInSight with EssilorLuxottica

Are you willing to pioneer new frontiers, foster inclusivity and collaboration, embrace agility, ignite passion, and make a positive impact on the world? Join us in redefining the boundaries of what’s possible.

Fixed Term Contract - 12 months.

Fluent/High level of Dutch, French & English

JOB SCOPE AND MAIN RESPONSIBILITIES:

• To give a friendly, first-class customer service to all our wholesale customers in the North Europe region via phone, e-mail and B2B platform communications.

AREAS OF RESPONSIBILITIES AND RELATED ACTIVITIES:

• Primarily assisting our Benelux wholesale customers in Dutch (80%) and French (20%) & occasionally customers from other regions;
• Handling cross-category inbound enquiries (frame, apparel and other) by telephone & email; to proactively offer an alternative solution or product if the original request is not possible;
• Actioning proactive outbound campaigns on matters such as product information, upcoming events, out of stock & service initiatives;
• Support customers to navigate through our B2B platform & with any information regarding aftersales processes;
• Maintain highest level of proactive service – every customer is important;
• Collaborate closely with team members through daily interactions and work efficiently with other departments;
• Keep up-to-date with latest product releases and communications from EssilorLuxottica;
• Exceeding customer expectations no matter the type of enquiry by making each customer feel that nothing is too much trouble for us;
• Significantly contributing to the department’s KPIs through working as a team player and individual performance;
• Ongoing development of product and customer knowledge.

TECHNICAL SKILLS - PORTRAIT OF A PERFECT CANDIDATE

• Customer service skills (active listening, problem-solving mentality, showing compassion, taking ownership);
• Communication skills: the ability to use effective verbal and written communication skills through various platforms (to customers and colleagues alike);
• Computer skills such as competency with using the Microsoft Office suite (Word, Excel, PowerPoint) & website navigation;
• Preferable experience, working with SAP and/or Customer Relationship Management systems, Genesys Cloud;
• Professional attitude when dealing with our customers & colleagues;
• Have an excellent standard of telephone manner & written skills;
• Be able to self-motivate, organise, show initiative and willingness to learn;
• Be motivated by working in a remote working environment;
• Working as a team player by helping others when needed & to actively contribute to group discussions;
• Acting as a guardian of our EssilorLuxottica culture - leading by example in all the above; maintaining focus on brand building as the cornerstone of our success.

LANGUAGES:

• Language skills: Native/fluent or high level of Dutch and French, high level of English.

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.