Customer Experience Representative

Job title:

Customer Experience Representative

Company

EssilorLuxottica

Job description

Requisition ID: 856167
Position:Full-TimeWe 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.Our unique business model and relentless pursuit of operational excellence ensures that consumers everywhere have access to products. Balancing speed, efficiency and proximity, the Company manages a global supply chain with cutting-edge technology, based on centralization for frames and on a capillary network for lens finishing and prescription laboratories. Greasing the wheels behind the scenes, our people in Operations are the backbone of our Company.GENERAL FUNCTIONProject a professional image of the company, build a trusting relationship with customers and increase their level of satisfaction with the quality of services offered. This role is located in Waterloo and the working hours are from Monday to Friday from 8:30 am to 5:00 pm. The Customer experience representative position is a full-time position.MAJOR DUTIES AND RESPONSIBILITIES

• Answer questions from our customers with regard to our products and offer technical support;
• Contact customers to inform them of any changes to their order or if there are further delay and to offer a solution;
• Advise customers on Essilor Group products and suggest an alternative or corresponding product if an item is out of stock;
• Do follow-ups with customers when changes affect the promised service;
• Work in close collaboration with the sales team;
• Provide adequate information to internal and external customers with the help of computer tools and software;
• Manage customer files using internal tools (WIP) and monitor their late orders;
• Maintain Frame Status change and Frame Return file;
• Follow up on customer complaints;
• Daily management of service-level reports.

QUALIFICATIONS

• High school diploma;
• 3 to 5 years of experience in a similar position;
• Good analytical and problem-solving skills;
• Detail oriented;
• Ability to work in a fast-paced environment with limited supervision
• Must be able to multi-task;
• Knowledge of Microsoft Office tools and Gmail;
• Experience in Optics an asset ;
• Experience in Edging & Mounting an asset;
• Good communication skills;
• Quick learner;
• Team player and ability to interact with other departments;
• Good English language skills – both written and spoken.

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.Upon request and consistent with applicable laws, EssilorLuxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name and contact information so that we may follow up in a timely manner) or email [email protected].We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.

Expected salary

Location

Waterloo, ON

Job date

Wed, 14 Aug 2024 23:46:11 GMT

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