WHO WE ARE
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.
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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!
We are seeking a detail orientated Returns Advisor who is passionate about the provision of excellent quality products and outstanding customer service who wants to join the Returns Team based on site in Thornbury. Managing customer expectations will need to be balanced with your technical knowledge and experience of product manufacturing capabilities/limitations.
Our returns team will help you to develop a wide breadth of technical knowledge spanning all our product portfolios, the process of manufacturing and glazing lenses, optical tolerances & regulations, and several internal systems. Your keen eye for detail paired with a strong desire to learn will ensure your success in this role.
Main responsibilities:
* Use of a variety of Essilor systems to locate, review and register customer return orders
* To carry out assessment of returned spectacle lenses
* Visually inspect/analyse returned spectacle lenses and customer orders to identify and resolve manufacturing/glazing/service faults
* To process warranty claims, commercial agreements and customer errors in accordance with internal guidelines and documented T&C’s.
* Processing of Return orders (By way of Remake/Credit/Edge & Fit/ Return Unactioned)
* To provide Essilor customers with an effective and easy to use outbound telephone call-centre service:
* Assessment findings to be provided by phone and in writing, offering a variety of solutions, support and information.
* See4C Helpdesk/E-mail Monitoring
Main requirements:
* Consistently high standards, high attention to detail, and good organizational skills to support with physical visual and digital assessment of returned spectacle lenses/orders in a timely manner.
* Strong problem-solving skills and able to use initiative or escalate queries effectively.
* A ‘can do’ attitude.
* Excellent telephone manner and communication skills – confident, calm and clear.
* Excellent PC, data entry and administration skills.
* Able to work under own supervision whilst being a strong team player.
* General educational qualifications including Maths and English.
Desirable:
* Previous experience of having worked in a Customer Service environment
* Optical background, especially if you have Essilor product knowledge and the ability to demonstrate differences between different types of lenses and frames.
* Basic understanding of optical defects/lens issues and/or any previous assessment experience
* Understanding of common AS400 queries and how to resolve them.
* Consistently high standards, high attention to detail and good organizational skills.
* Demonstrable experience with AS400, SAP, See4C