Customer Service Advisor

Overview

Provide general and technical advice to customers as required either over the telephone, e-mail or fax. Process customer orders, answer and resolve enquiries, queries and complaints whilst maintaining a professional manner at all times.

• Deal with a range of customers on a daily basis and answer general enquiries, provide technical advice and resolve customer complaints.
• Work well as part of the team ensuring the department provides an unrivalled customer experience.
• Maintain a professional telephone manner at all times when dealing with both external and internal customers.
• Take proactive steps and action to minimise order delays ensuring that customers and internal colleagues are kept informed.
• Advise customers about updates regarding products and services.
• Update customer records in real time where possible to ensure accuracy of accounts and status of orders and to ensure correct and up-to-date information is available to all users on the system.
• Make decisions in line with the job role and communicate any potential impact these decisions might have on others within the department and across other departments within the business.
• Work in a spirit of cooperation with all departments to ensure that customer deadlines are met.
• Keep up to date with the latest optical industry developments relevant to the role and manage personal development through continual training and development.
• Work to the relevant quality standards and ensure associated procedures are followed at all times.
• Ensure health and safety guidelines are followed at all times within the workplace.
• 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.
• Reflect the business core values in all aspects of the role both internally and externally and lead by example.
• 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.
• Strong customer-focused approach and the ability to work as part of a team.
• Effective communication skills at all levels.
• Ability to remain calm under pressure and to work to deadlines and organise own workload.
• Strong relationship-building skills (internal and external).
• Ability to handle complaints and difficult situations.
• Strong analytical skills.
• In-depth knowledge of customer service standards.
• Good understanding of Microsoft Office packages.
• Optical industry knowledge would be an advantage.

• Educational Background: GCSE in Maths and English grade 'C' or above or equivalent.
• Languages:
  
  English.

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, Lens Crafters, Salmoiraghi & Viganò and the Grand Vision 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.