Customer Service Centre Representative

3 months ago

Thornbury, United Kingdom Operations OO Full time

**WHO WE ARE**
- We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs and the global demand of a growing eyewear industry. _
- With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to “see more and be more” thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world._

**JOB SCOPE AND MAIN RESPONSIBILITIES**:
Using the Mary Gober framework, 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. Some travel to sites may be required for training purposes. This is a remote role which requires working with remote teams/sites across the organisation.

The main success factors of the role are measured with KPIs e.g., Handle Rate, Order entry accuracy. Ownership and accountability of your actions are key. Customer feedback cases and Sales team feedback support the success of this role. CSAT scores aspiring to be No 1 (minimum of 70%)

**AREAS OF RESPONSIBILITIES AND RELATED ACTIVITIES**:

- 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. Deliver Customer call backs to agreed timelines. Log all calls received or made.
- Expedite urgent customer orders.
- 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.
- KPIs: Deliver service to agreed levels.
- Daily reporting/WIP: Produce required reports. Monitor and act as appropriate.
- Continuous improvement: contribute to an improvement culture which strives to continually improve our service to customers.
- Compliance: Undertake responsibilities in line with company policies and procedures, following Health & Safety guidelines and environmental responsibilities.
- Training: Keep up to date by participating in continuous training opportunities e.g., Leonardo, new products.
- Ad hoc: Undertake as requested by your line Manager.
- Company Principles and Values: Be a role model holding yourself and others accountable to them and acting in accordance with them at all times.

**NETWORK OF INTERACTION**:
You will work remotely alongside a team of call center agents in UK/I. You will be part of CIC Thornbury and be part of a wider team across EssilorLuxoittca organization supporting our customers.

INTERNAL: Head of CRM UK/Ire, Customer Service Centre Manager UK/Ire, Customer Service Centre Team Manager Ire, Blessington CRM team, Finance, BDM’s, Marketing, Quality, United Optical teams/Site Manager, BBGR, General Manager Ire.

EXTERNAL: Customer, Supplier.

**PORTRAIT OF A PERFECT CANDIDATE**
- Previous experience of having worked in a Customer Service environment, demonstrating passion and tenacity to deliver 1st class service.
- Excellent telephone manner and communication skills - confident, calm and clear telephone skills.
- Strong problem-solving skills and able to use initiative or escalate queries effectively.
- A ‘can do’ attitude.
- Able to work under own supervision whilst being a strong team player.
- Consistently high standards, high attention to detail and good organizational skills.
- Excellent PC, data entry and administration skills.
- Demonstrable experience with SAP, AS400, Annapurna or Similar platforms.
- Proven experience using a CRM system such as Salesforce.
- General education qualifications including Maths and English.
- Background with optical preferred.

**LANGUAGES**:
English

**INTERVIEW STEPS**:
Stage 1: Competency based interview with Customer Service Centre Manager UK/I or Customer Serv

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