Customer Service Representative at Essilor

Job Id: 7563

Roles & Responsibilities

• Deal directly with customers either by telephone, electronically or face to face
• Advise customers by providing information on products.
• Helps customer make selections by building customer confidence; offering suggestions and opinions.
• Respond promptly to customer inquiries, handle and resolve customer complaints
• Obtain and evaluate all relevant information to handle product and service inquiries
• Provide pricing and delivery information
• Perform customer verifications and set up new customer accounts
• Process orders, forms, applications and requests
• Open customer accounts by recording account information.
• Maintain customer records by updating account information.
• Document sale by creating or updating customer profile records.
• Organize workflow to meet customer timeframes
• Direct requests and unresolved issues to the designated resource
• Manage customers' accounts
• Keep records of customer interactions and transactions
• Record details of inquiries, comments and complaints
• Record details of actions taken
• Prepare and distribute customer activity reports
• Maintain customer databases
• Manage administration, communicate and coordinate with internal departments
• Follow up on customer interactions
• Provide feedback on the efficiency of the customer service process
• Contributes to team effort by accomplishing related results as needed

Key Responsibilities

• Knowledge of customer service principles and practices
• Knowledge of relevant computer applications
• Knowledge of administrative procedures
• Numeric, oral and written language applications
• Prior work experience in an optical shop/clinic will be an added advantage.

Key Competencies

• Interpersonal skills
• Communication skills - verbal and written
• Listening skills
• Problem analysis and problem-solving
• Attention to detail and accuracy
• Data collection and ordering
• Customer service orientation
• Adaptability
• Initiative
• Stress tolerance