Customer Service Executive - Nordics

Job description

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 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 Nordic wholesale customers (Denmark, Finland, Iceland, Norway and Sweden) & occasionally customers in English 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 insert orders into our B2B platform & with any information regarding aftersales processes

• Maintain highest level of proactive service – every order is important

• Work closely & efficiently with our external departments, such as back office, logistics & aftersales, optical support and the lens teams

• Keep up-to-date with latest product releases and communications from EssilorLuxottica 2

• 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)

• Communication skills: the ability to use effective verbal and written communication skills through various platforms (to customers and colleagues alike).

• Strong 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 target-driven environment;

• Working as a team player by helping others when needed & to actively contribute to group discussions;

• To be responsible and trustworthy;

• 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 Danish, English fluent, Norwegian fluent (not required but preferred)

• Understanding of Swedish

INTERVIEW STEPS:

1. Interview with Regional Team Leader & CIC Front Office Manager

2. (If needed) Interview with HR & Regional Team Leade

 

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