Customer Service Executive - Benelux Fixed Term
Posted 1 week ago by EssilorLuxottica
Negotiable
Undetermined
Undetermined
London, England, United Kingdom
Summary: The Customer Service Executive for the Benelux region will provide exceptional customer service to wholesale clients primarily in Dutch and French, while also supporting English-speaking customers. This role involves handling inquiries via phone, email, and B2B platforms, ensuring customer satisfaction, and contributing to departmental KPIs. The position is based in London, UK, and is offered as a fixed-term contract for 12 months. Fluency in Dutch, French, and English is required.
Key Responsibilities:
- Provide first-class customer service to wholesale customers in the North Europe region.
- Assist Benelux wholesale customers primarily in Dutch (80%) and French (20%).
- Handle inbound inquiries via telephone and email, offering alternative solutions when necessary.
- Action proactive outbound campaigns regarding product information and service initiatives.
- Support customers with navigation through the B2B platform and aftersales processes.
- Maintain a high level of proactive service and exceed customer expectations.
- Collaborate with team members and other departments effectively.
- Stay updated with the latest product releases and communications.
- Contribute to departmental KPIs through teamwork and individual performance.
Key Skills:
- Strong customer service skills including active listening and problem-solving.
- Effective verbal and written communication skills.
- Proficiency in Microsoft Office suite (Word, Excel, PowerPoint) and website navigation.
- Experience with SAP and/or Customer Relationship Management systems is preferable.
- Professional attitude and excellent telephone manner.
- Self-motivated, organized, and willing to learn.
- Ability to work effectively in a remote environment and as a team player.
- Commitment to maintaining the EssilorLuxottica culture and brand building.
- Fluency in Dutch and French, with a high level of English.
Salary (Rate): undetermined
City: London
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
If you’ve worn a pair of glasses, we’ve already met. 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-in-class shopping experiences (such as Sunglass Hut, LensCrafters, Salmoiraghi & Viganò and the GrandVision 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. Discover more by following us on LinkedIn! Your #FutureInSight with EssilorLuxottica 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.
Based in either UK, Netherlands or Belgium Fixed Term Contract - 12 months. Fluent/High level of Dutch, French & English Office Location UK (London), the Netherlands (Zevenaar) or Belgium (Brussels)
Job Scope And Main Responsibilities
To give a friendly, first-class customer service to all our wholesale customers in the North Europe region via phone, e-mail and B2B platform communications.
Areas Of Responsibilities And Related Activities
- Primarily assisting our Benelux wholesale customers in Dutch (80%) and French (20%) & occasionally customers from other regions;
- Handling cross-category inbound enquiries (frame, apparel and other) by telephone & email; to proactively offer an alternative solution or product if the original request is not possible;
- Actioning proactive outbound campaigns on matters such as product information, upcoming events, out of stock & service initiatives
- Support customers to navigate through our B2B platform & with any information regarding aftersales processes
- Maintain highest level of proactive service – every customer is important
- Collaborate closely with team members through daily interactions and work efficiently with other departments.
- Keep up-to-date with latest product releases and communications from EssilorLuxottica
- Exceeding customer expectations no matter the type of enquiry by making each customer feel that nothing is too much trouble for us
- Significantly contributing to the department’s KPIs through working as a team player and individual performance
Ongoing development of product and customer knowledge
Technical Skills - Portrait Of a Perfect Candidate
- Customer service skills (active listening, problem-solving-mentality, showing compassion, taking ownership)
- Communication skills the ability to use effective verbal and written communication skills through various platforms (to customers and colleagues alike).
- Computer skills such as competency with using the Microsoft Office suite (Word, Excel, Powerpoint) & website navigation
- Preferable experience, working with SAP and/or Customer Relationship Management systems, Genesys Cloud.
- Professional attitude when dealing with our customers & colleagues;
- Have an excellent standard of telephone manner & written skills;
- Be able to self-motivate, organise, show initiative and willingness to learn;
- Be motivated by working in a remote working environment;
- Working as a team player by helping others when needed & to actively contribute to group discussions;
- Acting as a guardian of our EssilorLuxottica culture - leading by example in all the above; maintaining focus on brand building as the cornerstone of our success.
LANGUAGES
Language skills Native/fluent or high level of Dutch and French, high level of English.
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.