Customer Service Advisor

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‑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.

Your #Future In Sight  with Essilor Luxottica

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.

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 to ensure correct and up to date information is available to all users on the system.
• Make decisions in line with 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 co‑operation with all departments to ensure that customer deadlines are met.
• Keep up to date with the latest optical industry developments relevant to role and manage own personal development through focusing on 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 leads by example.

INTERNAL: Production, Logistics, Order Processing & Dispatch

EXTERNAL: Customers

• Positive customer focused approach
• Being able to work in a team
• Effective communication skills at all levels
• Ability to remain calm under pressure
• Ability to work to deadlines and organise own workload
• Strong relationship building skills (internal and external)
• Being able 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

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.