Customer Service Centre Representative

EssilorLuxottica Group; West Yorkshire; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

A leading company in the eyewear industry seeks a Customer Service Centre Representative to deliver exceptional service. The role involves resolving customer complaints, processing orders, and providing support across various platforms. Join a dynamic team and enjoy benefits like performance bonuses and a hybrid working model.

Benefits

Company-funded Healthshield healthcare cashback program

Performance bonuses

Free and discounted products

Hybrid working model

Enhanced leave and sickness benefits

Qualifications

• Previous experience in a Customer Service environment.
• Excellent telephone manner and communication skills.
• Proficient PC, data entry, and administrative skills.

Responsibilities

• Provide customers with solutions, support, and information.
• Accurately enter/process orders and create Salesforce cases.
• Contribute to continuous improvement initiatives.

Skills

Communication

Problem-Solving

Organizational Skills

Education

Maths

English

Tools

Salesforce

Microsoft Office

Job description

WHO WE ARE

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 (such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest, and Transitions), iconic brands that consumers love (such as Ray-Ban, Oakley, Persol, Oliver Peoples, Vogue Eyewear, and Costa), as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences (such as Sunglass Hut, LensCrafters, Salmoiraghi & Viganò, and the GrandVision network), and leading e-commerce platforms.

Join our global community of over 190,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry.

Discover more by following us on LinkedIn!

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!

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. 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 effective service during peak seasons or 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:

1. Provide customers with a variety of solutions, support, and information at the time of interaction, including order chase, order placement, queries, stock issues, technical support, EDI queries, deliveries, pricing, and promotions.
2. Expedite urgent customer orders.
3. Accurately enter/process orders, POS, and credits on the same day, applying knowledge of products.
4. Create quality Salesforce cases and contacts, taking ownership to avoid duplication, ensure correct routing, close cases, and follow up promptly, adhering to the Customer complaints procedure.
5. Work cross-functionally and across sites to obtain information and keep the business updated.
6. Escalate issues to the Team Manager and Business Development Managers as appropriate.
7. Contribute to continuous improvement initiatives to enhance customer service.
8. Follow company policies, health & safety guidelines, and environmental responsibilities.
9. Participate in ongoing training to stay updated on products and systems.
10. Uphold company principles and values, acting as a role model at all times.

Main requirements:

• Previous experience in a Customer Service environment, demonstrating passion and tenacity to deliver first-class service.
• Excellent telephone manner and communication skills—confident, calm, and clear.
• Strong problem-solving skills with the ability to use initiative or escalate queries effectively.
• Ability to work independently and as part of a team.
• High standards, attention to detail, and good organizational skills.
• Proficient PC, data entry, and administrative skills.

Preferable:

• Experience with SAP, AS400, Annapurna, or similar platforms.
• Experience with CRM systems such as Salesforce.
• Good knowledge of Microsoft Office applications.
• Educational qualifications including Maths and English.
• Background with optical products.

What’s in it for you

In EssilorLuxottica, you are not defined just by your job title. Each career adventure is unique, with benefits including:

• Company-funded Healthshield healthcare cashback program.
• Performance bonuses and opportunities to become a shareholder.
• Free and discounted products, including frames and lenses.
• Hybrid working model, with up to 40% remote work.
• Enhanced leave, sickness benefits, and more.

Recruiting process

Our recruitment process may vary; if selected, our recruiters will guide you through the specific steps for your application.