Customer Service Analyst

EssilorLuxottica Mexico; Tijuana; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading eyewear company located in Tijuana is seeking a Customer Service Representative to manage orders and enhance customer satisfaction. The role requires excellent communication skills, proficiency in MS Office, and 1+ year's experience in customer service. The ideal candidate will effectively resolve complaints and work within a team-oriented environment.

Formación

• 1+ year(s) of experience working in a customer service or warehouse environment.
• Ability to maintain composure when dealing with difficult customer situations.
• Strong PC skills including navigating information systems and the internet.

Responsabilidades

• Answers incoming emails and processes orders.
• Resolves customer complaints and troubleshoots issues.
• Documents customer interactions and tracks email & call types.
• Follows up with Operations and customers for on-time shipping.

Conocimientos

Customer service skills

Strong verbal communication

Strong written communication

Excellent telephone etiquette

Time management

Problem-solving skills

Educación

Bachelor's degree diploma

Herramientas

MS Office (Word, Excel)

Descripción del empleo

MAJOR DUTIES AND RESPONSIBILITIES

• Answers incoming emails and processes orders.
• Resolves customer complaints, troubleshoots issues to determine best path for resolution.
• Correctly documents customer interactions and tracks email & call types.
• Maintains support service levels and upholds Luxottica’s Customer Service standards.
• Follows up with Operations, carriers & Customers for on time wholesale shipping.
• Keeps track of wholesale shipments and BOLs for chargeback minimization.
• Owns follow up with internal and external customers to resolve inquiries regarding order status, shipping status and stock availability.
• Performs all other duties as assigned.
• Bachelor's degree diploma.
• 1+ year(s) of experience working in customer service or warehouse environment.
• Excellent telephone and e-mail etiquette, including the ability to communicate with confidence in a clear, professional speaking voice.
• Strong verbal and written communication skills.
• Demonstrated listening and comprehension skills.
• A clear team player with strong interpersonal skills.
• Ability to maintain composure when dealing with difficult customer situations.
• Excellent time management skills – must be able to prioritize tasks efficiently.
• Strong PC skills including MS Office; Word and Excel.
• Ability to navigate information systems and internet.
• Advanced English level.