Customer Service Centre Representative

TN United Kingdom; West Yorkshire; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A leading company in the eyewear industry seeks a Customer Service Centre Representative to enhance customer experience through effective communication and problem-solving. This role involves managing customer inquiries and complaints, ensuring high service standards, and working collaboratively across teams. Join a dynamic team where you can make a positive impact while enjoying benefits like hybrid working and performance-related bonuses.

Benefits

Healthshield healthcare cashback program

Performance-related bonuses

Free and discounted EssilorLuxottica products

Enhanced annual leave

Qualifications

• Previous experience in Customer Service environment.
• Excellent telephone manner and communication skills.

Responsibilities

• Provide customers with solutions, support, and information.
• Accurately process orders and create Salesforce cases.

Skills

Communication

Problem Solving

Teamwork

Education

General education qualifications including Maths and English

Tools

Salesforce

SAP

Microsoft Office

Job description

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Client:

Location:

Thornbury, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

3089e6771090

Job Views:

3

Posted:

14.05.2025

Expiry Date:

28.06.2025

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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 an effective service during peak season/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:

• 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 and acting in accordance with them at all times.

Main requirements:

• Previous experience of working in a Customer Service environment, demonstrating passion and tenacity to deliver 1st class service.
• Excellent telephone manner and communication skills – confident, calm and clear.
• Strong problem-solving skills and ability to use initiative or escalate queries effectively.
• Able to work independently whilst being a strong team player.
• High standards, attention to detail, and good organizational skills.
• Excellent PC, data entry, and administration skills.
• Experience with SAP, AS400, Annapurna or similar platforms.
• Proven experience with CRM systems such as Salesforce.
• Good knowledge of Microsoft Office applications.
• General education 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, but here are some benefits and perks:

· Company-funded Healthshield healthcare cashback program.

· 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, sick leave, and more.

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