Senior Customer Service Advisor

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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:

To provide and maintain department administrative functions as directed by the CRM Management team to the stated Essilor Standard, while observing Health & Safety / Environmental policies.

AREAS OF RESPONSIBILITES AND RELATED ACTIVITIES:

• Input telephone lens orders
• Inform customers of delays and stock issues
• Resolving glazing, uncut queries
• Educate on quality of team calls and communications
• Answer general inquiries on promotions
• Recieve and make telephone calls
• Progress chase
• Liaise with See4C ticketing system
• Provide and maintain department administrative functions as directed by London Glazing Management team
• Work in dispatch function when required
• Monitor and manage teams KPIs in absence of Site Manager and assist in driving these targets in CIC team
• Help idenitfy the training needs of the CIC team and assist in ongoing training
• Liaise with the Site Manager to ensure daily CIC tasks are completed
• Expedite urgent orders
• Order POS/instruments
• Resolve technical issues using help desk
• Contact account managers regarding account issues
• Daily WIPP

HEALTH & SAFETY / ENVIRONMENTAL RESPONSIBILITIES

• Work in line with duty of care to self/others and ensure H&S guidelines are followed in line with company policy
• Protect the H&S of visitors/contractors/external provides on site and ensure relevant guidelines are met
• Bring attention to hazards, risks, concerns, accidents or near misses
• Comply with any local PPE requirements
• Work in line with environmental and energy policies
• Ensure visitors/contractors/external providers meet relevant environment procedures while on site
• Bring attention to environmental hazarsd, risks and concerns

NETWORK OF INTERACTION

INTERNAL:

• Customer service team
• Production department
• Ste Manager

EXTERNAL:

• Customers and visitors

TECHNICAL SKILLS - PORTRAIT OF A PERFECT CANDIDATE

ESSENTIAL:

• Customer focused with excellent phone manner
• Excellent PC and administration skills
• Good communication
• Attention to detail
• Previous customer service experience

DESIRABLE:

• Knowledge of working alongside or in a manufacturing environment
• Understanding of optical principles

CANDIDATE PROFILE

ESSENTIAL:

• GCSE level or equivalent standard of education
• Fluent written and spoken English