Customer Service Advisor

2 weeks ago

London, Greater London, United Kingdom WS Optical Full time £25,000 - £40,000 per year

Location: London Glazing

Contract: Full time

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.

Your role

We are looking for a Customer Service Advisor who will provide general and technical advice to customers as required either over the telephone, e-mail or fax.

Processing customer orders, handling enquiries, queries and complaints whilst maintaining a professional manner at all times.

Main responsibilities:

  • Deal with a range of customers on a daily basis and handle general enquiries, provide technical advice and handle customer complaints with the aim of satisfactorily resolving.
  • Work well as part of the customer services team ensuring the department provides an unrivalled customer experience.
  • Inform customers about updates regarding the company's products and services.
  • Take proactive steps and action to minimise order delays ensuring that customers and internal colleagues are kept informed of any delays or changes.
  • Maintaining a professional telephone manner at all times when dealing with both external and internal customers.
  • Updating customer records in 'real time' where possible to ensure accuracy of accounts and status of orders.
  • Work in a spirit of co-operation with team colleagues and other departments to ensure that customer deadlines are met.
  • Work to ISO 13485 and BRC quality standards and ensure the associated procedures are followed at all times.
  • Maintain a tidy, clean and safe team working environment in accordance with all health and safety requirements. Practice good housekeeping at all times in accordance with company health and safety requirements.
  • Ensure health and safety guidelines are followed at all times within the workplace.

Main requirements:

  • In depth knowledge of customer service standards
  • Good understanding of Microsoft Office packages
  • Previous experience in a customer services role
  • Flexible approach to work patterns
  • Being able to work in a team
  • Effective communication skills at all levels
  • Ability to remain calm under pressure
  • Ability to work to deadlines and organise own workload
  • Strong analytical skills
  • Being able to handle complaints and difficult situations

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.

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