Customer Service Centre Representative 1

pbWHO WE ARE/b/ppIf you’ve worn a pair of glasses, we’ve already met./ppWe 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 amp; Viganò and the GrandVision network), and leading e-commerce platforms./pp /ppJoin our global community of over 190,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry./ppDiscover more by following us on LinkedIn!/pp /ppYour #FutureInSight with EssilorLuxottica/pp /ppAre 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!/pp /ppspan style=span style=Your role/span/span/pp /ppspan style=span style=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, but applicants requiring hybrid or remote working may be accomodated if agreed during the onboarding process./span/span/pp /ppspan style=span style=Main responsibilities:/span/span/pulli style=border:nonespan style=span style=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./span/span/lili style=border:nonespan style=span style=Expedite urgent customer orders./span/span/lili style=border:nonespan style=span style=Accurately and precisely enter/process orders, POS and credits same day, applying knowledge of products./span/span/lili style=border:nonespan style=span style=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./span/span/lilispan style=span style=Work cross functionally and across sites to obtain information and keep the business updated./span/span/lilispan style=span style=Escalate issues to Team Manager and Business Development Managers (BDMs) as appropriate./span/span/lili style=border:nonespan style=span style=Continuous improvement: contribute to an improvement culture which strives to continually improve our service to customers./span/span/lili style=border:nonespan style=span style=Compliance: Undertake responsibilities in line with company policies and procedures, following Health amp; Safety guidelines and environmental responsibilities./span/span/lili style=border:nonespan style=span style=span style=Training: Keep up to date by participating in continuous training opportunities e.g., Leonardo, new products./span/span/span/lili style=border:nonespan style=span style=span style=Company Principles and Values: Be a role model holding yourself and others accountable to them and acting in accordance with them at all times./span/span/span/li/ulp /ppspan style=span style=Main requirements:/span/span/pulli style=border:none;text-align:justifyspan style=span style=span style=Previous experience of having worked in a Customer Service environment, demonstrating passion and tenacity to deliver 1st class service./span/span/span/lili style=border:none;text-align:justifyspan style=span style=span style=Excellent telephone manner and communication skills – confident, calm and clear telephone skills./span/span/span/lili style=border:none;text-align:justifyspan style=span style=span style=Strong problem-solving skills and able to use initiative or escalate queries effectively./span/span/span/lili style=border:none;text-align:justifyspan style=span style=span style=Able to work under own supervision whilst being a strong team player./span/span/span/lili style=border:none;text-align:justifyspan style=span style=span style=Consistently high standards, high attention to detail and good organizational skills./span/span/span/lili style=border:none;text-align:justifyspan style=span style=span style=Excellent PC, data entry and administration skills./span/span/span/li/ulp style=border:none;text-align:justifyspan style=span style=Preferable:/span/span/pulli style=border:none;text-align:justifyspan style=span style=span style=Demonstrable experience with SAP, AS400, Annapurna or Similar platforms./span/span/span/lili style=border:none;text-align:justifyspan style=span style=span style=Proven experience using a CRM system such as Salesforce./span/span/span/lili style=border:none;text-align:justifyspan style=span style=span style=Good working knowledge of Microsoft office applications./span/span/span/lili style=border:none;text-align:justifyspan style=span style=span style=General education qualifications including Maths and English./span/span/span/lili style=border:none;text-align:justifyspan style=span style=span style=Background with optical products./span/span/span/li/ulp /pp /ppspan style=span style=What’s in it for you/span/span/pp /ppspan style=span style=In EssilorLuxottica, you are not defined just by your job title. Each career adventure is unique, but have a glimpse of the benefits and perks you can have by choosing us./span/span/ppspan style=span style=· Company funded provision of Healthshield, our healthcare cashback programme./span/span/ppspan style=span style=· Performance related bonuses, and opportunities to become a Shareholder./span/span/ppspan style=span style=· Free and discounted EssilorLuxottica products, including Frames and Lenses./span/span/ppspan style=span style=· Hybrid working, with up to 40% of your time spent at home./span/span/ppspan style=span style=· Enhanced annual leave, sickness leave, and more./span/span/pp /pp /ppspan style=span style=Recruiting process/span/span/pp /ppspan style=span style=Our recruitment process may vary; If you are selected, you will be contacted by our recruiters to guide you through the specific steps for your application./span/span/p