Customer Service Executive - Benelux Fixed Term

Luxottica; London; Remote; GBP 25,000 - 35,000; Full time

Job description

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.

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.

Fixed Term Contract - 12 months.

Fluent/High level of Dutch, French & English

JOB SCOPE AND MAIN RESPONSIBILITIES:

• To give a friendly, first-class customer service to all our wholesale customers in the North Europe region via phone, e-mail and B2B platform communications.

AREAS OF RESPONSIBILITIES AND RELATED ACTIVITIES:

• Primarily assisting our Benelux wholesale customers in Dutch (80%) and French (20%) & occasionally customers from other regions;
• Handling cross-category inbound enquiries (frame, apparel and other) by telephone & email; to proactively offer an alternative solution or product if the original request is not possible;
• Actioning proactive outbound campaigns on matters such as product information, upcoming events, out of stock & service initiatives.
• Support customers to navigate through our B2B platform & with any information regarding aftersales processes.
• Maintain highest level of proactive service – every customer is important.
• Collaborate closely with team members through daily interactions and work efficiently with other departments.
• Keep up-to-date with latest product releases and communications from EssilorLuxottica.
• Exceeding customer expectations no matter the type of enquiry by making each customer feel that nothing is too much trouble for us.
• Significantly contributing to the department’s KPIs through working as a team player and individual performance.
• Ongoing development of product and customer knowledge.

TECHNICAL SKILLS - PORTRAIT OF A PERFECT CANDIDATE

• Customer service skills (active listening, problem-solving mentality, showing compassion, taking ownership).
• Communication skills: the ability to use effective verbal and written communication skills through various platforms (to customers and colleagues alike).
• Computer skills such as competency with using the Microsoft Office suite (Word, Excel, Powerpoint) & website navigation.
• Preferable experience, working with SAP and/or Customer Relationship Management systems, Genesys Cloud.
• Professional attitude when dealing with our customers & colleagues.
• Have an excellent standard of telephone manner & written skills.
• Be able to self-motivate, organise, show initiative and willingness to learn.
• Be motivated by working in a remote working environment.
• Working as a team player by helping others when needed & to actively contribute to group discussions.
• Acting as a guardian of our EssilorLuxottica culture - leading by example in all the above; maintaining focus on brand building as the cornerstone of our success.

LANGUAGES:

• Language skills: Native/fluent or high level of Dutch and French, high level of English.

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.