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We are EssilorLuxottica, a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We bring together the expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, creating a vertically integrated business that is uniquely positioned to address the world's evolving vision needs. We craft exclusive eyewear brands Ray-Ban, Oakley, Oliver Peoples, Persol, Costa and more, alongside esteemed licensed brands such as Tiffany & Co, Burberry, and CHANEL whilst our cutting-edge lenses Varilux and Transitions lead the industry in innovation. In Australia and New Zealand, we operate the iconic retail and eye care brands: Sunglass Hut, Oakley, OPSM, Ray-Ban and Laubman & Pank. Every day, EssilorLuxottica's 190,000 employees in 150 countries work towards a common mission to help people see more and be more.
Our Customer Support Team is the contact point for all service and order queries across EssilorLuxottica and we are looking for a motivated and enthusiastic team leader that is passionate about providing premium customer service to our online customers, store consumers, logistics, field operations, and other internal EssilorLuxottica teams. We invest in long-term relationships with our employees, partners, clients, and customers, and this role will provide you with the opportunity to know our whole business and our customers on another level.
Requirements for Success
* Manage, direct, and motivate the Customer Support team in all aspects of their day-to-day duties and maintain a strong fun working culture
* Use gamification, empowerment, trust and other strategies to develop and motivate team members;
* Identify opportunities to enhance internal processes which promote best practice and lead to overall performance improvement and organisational efficiency;
* Monitor performance and lead the team to achieve key performance indicators (KPIs) providing a high standard of service and first point resolution to internal/external customers.
* Evaluate customer feedback and identify ways to maximise customer satisfaction
* Meet set tasks and reporting deadlines where required, including but not limited to customer service performance, customer traffic and activity through social media, e-commerce, and stores to Customer Support Services Director
* Provide technical support by working with internal and external departments to resolve system issues or general queries as required
* Solution and improve the customer experience by managing customer complaints resolution and customer journey; including social media and cross-functional service channels
* Maintain and deliver effective agent performance reports daily / weekly and monthly ensuring all Customer Service team services levels (KPIs) including Quality of Service standards are met
* Provide constructive feedback and support to improve processes and identify improved work management and efficiencies
Skills & Experience
* Passion for delivering a high standard of customer service with a solution-focused approach
* Passion for People management and development
* Minimum 2+ years experience in a similar role
* High level of communication and negotiation skills
* High level of analytical and problem-solving ability
* Proven ability to lead, mentor and coach a team of direct reports
* Proven record of boosting team performance and employee retention rates
* Ability to develop, implement and assess key performance metrics
* Ability to remain calm and courteous under pressure and navigate tense situations
* Solid knowledge and understanding of Microsoft Office Suite
Working at EssilorLuxottica
A career with EssilorLuxottica will offer you rewarding experiences and the opportunity to develop your skills every day. Working at our head-office located in North Sydney, you will enjoy:
* A generous yearly product allowance for you to spend across our portfolio of brands
* Discounted onsite parking and product discounts for family & friends
* Wellness amenities including a reformer Pilates studio, Yoga classes, Personal training, and Bike storage
* Abundance of local cafes, a major shopping center, and close to public transport facilities
* Global volunteering opportunities through our OneSight Foundation
* Wide range of career opportunities across the EssilorLuxottica network
* Complimentary full-time concierge services offering an exclusive hotel-style experience
To be considered for this opportunity, please click apply and send your cover letter and resume today.
As an inclusive, team-first company, our people are at the core of everything we do.
We care deeply about creating a workplace where our team members feel valued, respected, and empowered. We are committed to providing equal opportunity regardless of gender identity, ethnicity, disability, sexual orientation, or life stage.
We value flexibility and encourage our team members to work in ways that meet their work/life commitments and support their wellbeing.
We work hard to create a safe and inclusive environment for all, and most importantly, we're all about creating better experiences - for our customers and for each other.
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