EssilorLuxottica ESSILORLUXOTTICA
Customer Service Specialist - Lens - shanghai 1
About the role
Contract: Permanent/Full time
Compensation:
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.
职位描述
Job Description
职位名称(中英文)
Position Title （Chinese & English）
Customer Service Specialist, Call center
客服专员,电话
汇报对象
Reporting to
客服副经理
(戴晓宾)
部门/职能
Department / Function
Lens-Lens Commercial-EBN Commercial-Customer Service
业务部门
Business Unit/Section
Lens-Lens Commercial-EBN Commercial-Customer Service
直接下属
Direct Reports
工作范围
Scope
成本中心
Cost Center
工作地点
Location
制表时间
Date of Profile
2023年4月11日
批准人Approved by
使命/职位——职位的目标和目的
Mission/ Position Summary – Purpose and Objectives of the Role
按照公司的要求，准确、及时地完成客户的相关电话咨询、投诉处理等工作，保证客服工作的顺利开展。
业务/职能的范围——主要专业领域/岗位职责
Scope of Business / Function – Key Areas of Expertise / Responsibilities
1.按照业务处理流程的规定进行呼入电话接听工作，严格遵守服务规范及业务规范；
2.与客户保持良好的沟通，保证信息传递的及时性和正确性；
3.准确及专业地处理有关客户的资料输入及整理；
4.对于已脱期和将要脱期的订单要及时主动告之客户；
5.向公司反馈市场信息及建议，收集客户意见以便提高服务素质；
6.协调与其他部门的合作，并配合其他部门工作；
7. 上级主管安排的其他工作。
横向职责
Transversal Responsibilities
任职资格
Qualifications
经验
Experience
1年以上客户服务工作经验，有视光学背景尤佳
技能
Skills
沟通技巧: 具备良好的电话沟通能力，能够用口头或者书面形式向他人分享观点、想法，解释事情、事实
产品知识: 了解依视路全产品; 了解与依视路产品相关的视光知识
投诉处理: 准时有效地处理客户投诉，提高投诉解决率，同时提升客户投诉处理满意度
系统管理: 熟悉系统的每个模块及他们的运用，能够根据主管的指导和系统说明熟练操作
团队协作: 和团队中的其他同事经常沟通，互帮互助协同工作，保持谦虚，包容他
教育/资格认证
Education / Qualification / Certification
中专以上学历
语言
Language
普通话流利、口齿清楚；
有一定英语基础
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.