Remote Customer Service Representative

EssilorLuxottica is hiring a Remote Customer Service Representative to support new and existing business clients. The role handles calls, processes orders, resolves customer issues, documents interactions, and follows up on order, shipping, and stock inquiries.

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 Luxottica’s 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
• Performs all other duties as assigned

Requirements:

• High school diploma
• 1+ 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
• Excellent time management skills – must be able to prioritize tasks efficiently
• Strong PC skills including MS Office; Word and Excel
• Ability to navigate information systems and internet
• Higher education degree
• Previous experience using SAP
• Previous experience in the optical industry, full knowledge of Luxottica's optical products and a strong command of the industry language
• Bilingual Spanish or French