Customer Service Specialist

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!

our #FutureInSight with EssilorLuxottica

We’re looking for pioneers eager to explore new horizons and leave a lasting impact. We offer a world of opportunities for those ready to embrace challenges and make a real difference in people’s lives through their work. We nurture talent and creativity, empowering you to reach new heights in a dynamic and inclusive environment.

We are looking for a Customer Service Specialist to join our Croatian entity in Novigrad.

Join us in redefining the boundaries of what’s possible!

Your role

As a Customer Support Specialist, you will be responsible for managing customer orders, inquiries, and complaints while ensuring timely and professional communication. You will work closely with customers, internal departments, and production teams to provide excellent service, support daily operations, and contribute to a smooth customer experience. Through your proactive approach and strong organizational skills, you will help maintain high service standards and support the continuous improvement of our processes.

Main responsibilities:

• Receiving and processing orders for the eyewear segment and the AFA/sports channel (apparel, footwear, and accessories)
• Providing timely and professional customer communication via phone and email
• Handling customer inquiries and providing information about products, orders, and complaints
• Entering orders into internal systems and issuing approvals
• Working with internal business systems required for daily operations
• Managing customer complaints, including complaint intake, processing, issuing approvals, and coordinating with customers and production teams
• Collaborating closely with other company departments
• Preparing and analyzing relevant reports based on management requirements
• Performing other duties as assigned by the supervisor

The candidate must also have:

• Advanced proficiency in Croatian, both written and spoken
• Good command of English for day-to-day communication
• Previous experience in a similar customer service role is an advantage
• Good computer skills (Microsoft Office, Internet, and Outlook); SAP knowledge is considered an advantage
• Strong communication and teamwork skills
• Proactive approach and willingness to take initiative
• Disciplined and flexible attitude toward work
• Ability to prioritize tasks and organize workload effectively

What’s in it for you:

In EssilorLuxottica, you are not defined just by your job title. Each career adventure is unique, but here is a glimpse of some of the benefits and perks you will enjoy by choosing us:

• Educational and language courses
• One – year agency contract with 3 months’ probation period
• Friendly work environment
• Opportunities for personal and professional development
• Be part of a continuously growing multinational company
• Work alongside supportive colleagues
• Opportunity to define and create new ideas and processes, work with international colleagues and enjoy flexible working model (3 days on-site, 2 days remote)

We are hiring for one position, office location – Novigrad. The expected start date is immediate or as agreed.

If you are interested, please apply by sending your CV and cover letter.

Recruiting process

Our recruitment process may vary. If you are selected, you will be contacted by our recruiters, who will guide you through the specific steps for your application.

We Are One: Our DEI 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.