Customer Service Coordinator (Customer Experience)
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 worlds 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.
GENERAL FUNCTION
The Customer Experience Coordinator handles the customer interactions regarding a variety of requests in an efficient and effective manner. Using knowledge of Luxottica products and services and excellent customer service skills, the Customer Experience Coordinator addresses issues, provides support, offers information, and places orders to keep customers satisfied and retain business.
MAJOR DUTIES AND RESPONSIBILITIES
Answers incoming calls and processes orders.
Resolves customer complaints, troubleshoots issues to determine best path for resolution.
Correctly documents customer interactions and tracks call types.
Maintains support service levels and upholds Luxotticas Customer Service standards.
Owns follow-up with customers to resolve inquiries regarding order status, shipping status and stock availability.
Takes inbound phone calls for up-to 90% of assigned shift
Outbound calls
Resolves customer claims
Take payments
Support on basic A/R functions
Promote digital tool usage
BASIC QUALIFICATIONS
High school diploma
2+ year(s) of experience working in customer service, hospitality or call center environment
Excellent telephone etiquette, including the ability to communicate with confidence in a clear, professional speaking voice
Strong verbal and written communication skills
Demonstrated listening and comprehension skills
A clear team player with strong interpersonal skills
Ability to maintain composure when dealing with difficult customer situations
Ability to multitask
Excellent time management skills must be able to prioritize tasks efficiently
Strong PC skills including MS Office; Word and Excel
Optical experience Office work exposure to RX
Intermediate Excel skills
Ability to navigate information systems and internet is a must
Must have flexibility in work hours to support business needs between the hours of 8 AM 8PM Monday-Friday
PREFERRED QUALIFICATIONS
Higher education degree
Inside Sales Experience
Experience using SAP
Experience in the optical industry, full knowledge of Luxotticas optical products and a strong command of the industry language
Bilingual Spanish or French
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 worlds 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.
Apply Now
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 worlds 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.
GENERAL FUNCTION
The Customer Experience Coordinator handles the customer interactions regarding a variety of requests in an efficient and effective manner. Using knowledge of Luxottica products and services and excellent customer service skills, the Customer Experience Coordinator addresses issues, provides support, offers information, and places orders to keep customers satisfied and retain business.
MAJOR DUTIES AND RESPONSIBILITIES
Answers incoming calls and processes orders.
Resolves customer complaints, troubleshoots issues to determine best path for resolution.
Correctly documents customer interactions and tracks call types.
Maintains support service levels and upholds Luxotticas Customer Service standards.
Owns follow-up with customers to resolve inquiries regarding order status, shipping status and stock availability.
Takes inbound phone calls for up-to 90% of assigned shift
Outbound calls
Resolves customer claims
Take payments
Support on basic A/R functions
Promote digital tool usage
BASIC QUALIFICATIONS
High school diploma
2+ year(s) of experience working in customer service, hospitality or call center environment
Excellent telephone etiquette, including the ability to communicate with confidence in a clear, professional speaking voice
Strong verbal and written communication skills
Demonstrated listening and comprehension skills
A clear team player with strong interpersonal skills
Ability to maintain composure when dealing with difficult customer situations
Ability to multitask
Excellent time management skills must be able to prioritize tasks efficiently
Strong PC skills including MS Office; Word and Excel
Optical experience Office work exposure to RX
Intermediate Excel skills
Ability to navigate information systems and internet is a must
Must have flexibility in work hours to support business needs between the hours of 8 AM 8PM Monday-Friday
PREFERRED QUALIFICATIONS
Higher education degree
Inside Sales Experience
Experience using SAP
Experience in the optical industry, full knowledge of Luxotticas optical products and a strong command of the industry language
Bilingual Spanish or French
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 worlds 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.
Apply Now