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Client Relations Specialist
2 months ago
Company Overview:
Luxottica is a global frontrunner in the design, production, and distribution of eyewear, including ophthalmic lenses and frames. Our organization merges the innovative lens technology expertise with the artistry of iconic eyewear, creating a uniquely integrated business model that addresses the evolving vision needs of consumers worldwide.
Role Overview:
The Customer Experience Coordinator is responsible for managing customer interactions related to various inquiries in a professional and efficient manner. Utilizing in-depth knowledge of Luxottica's products and exceptional customer service abilities, the Coordinator resolves issues, provides assistance, shares information, and processes orders to ensure customer satisfaction and loyalty.
Key Responsibilities:
1. Handle incoming calls and process customer orders.
2. Address customer complaints and troubleshoot issues to identify the best resolution.
3. Accurately document customer interactions and categorize call types.
4. Maintain service levels and uphold Luxottica's customer service standards.
5. Follow up with customers regarding inquiries about order status, shipping details, and product availability.
6. Manage inbound calls for the majority of the assigned shift.
7. Conduct outbound calls as necessary.
8. Resolve customer claims and process payments.
9. Assist with basic accounts receivable functions.
Qualifications:
Basic:
- High school diploma or equivalent.
- Minimum of 2 years of experience in customer service, hospitality, or call center settings.
- Proficient telephone etiquette with the ability to communicate clearly and professionally.
- Strong verbal and written communication skills.
- Excellent listening and comprehension abilities.
- A collaborative team player with strong interpersonal skills.
- Ability to remain calm in challenging customer situations.
- Strong multitasking and time management skills.
- Proficient in Microsoft Office, including Word and Excel.
- Familiarity with optical products and processes is a plus.
- Must be adaptable to varying work hours to meet business needs.
Preferred:
- Higher education degree.
- Experience with SAP software.
- Knowledge of the optical industry and Luxottica's product range.
- Bilingual in Spanish or French is advantageous.
