Customer Interaction CentreTeam Leader (m/f/d)

Essilor Group is the world’s leading ophthalmic optics company. Essilor designs, manufactures and markets a wide range of lenses to improve and protect eyesight. Its mission is to improve lives by improving sight. To support this mission, Essilor allocates more than 200 million euros to research and innovation every year in a commitment to continuously bring new, more effective products to market. It also develops and markets equipment, instruments, and services for eyecare professionals.

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Working as Customer Interaction Centre Team leader on the lens side of the business, you will lead and motivate the local CIC Team, taking responsibility to deliver the objectives/KPIs (quantitative and qualitative) for Customer Service. You will be responsible for the effective evolution of the department with a vision to provide the best possible EssilorLuxottica experience to our customers (primarily ECPs), ensuring that Front Office contact points are of the highest quality to make the customer experience the best in the market, generating customer loyalty and adding value to the business. Through the effective coaching and support of your team, you will manage projects aimed at improving, and when possible, modernising the customer experience and elevating EssilorLuxottica’s image in the customer’s eyes. You will oversee the local customer service team activities, strategically and proactively, maintaining high levels of productivity and efficiency within the department. You will work in a compliance centred business where you will play an active part in defining processes, plans and policies, and will be responsible for cascading these to other members of staff. Your main responsibilities will include:

• Provide customers with a variety of solutions, support and information at the time of interaction. 
• Topics include order chase, order place, order queries, stock issues, technical, resolve EDI queries, deliveries, pricing and promotion. Deliver Customer call backs to agreed timelines. Log all calls received or made. 
• Developing customer service strategies to ensure the achievement of departmental and company objectives, whilst meeting Customer Satisfaction targets. 
• Recruiting and training customer service personnel. 
• Monitoring your team’s performance and motivating them to reach targets. 
• The development of processes and systems to support customer and business objectives.
• Mentoring and training front office agents, monitored through regular feedback, 1-2-1’s and yearly performance process. 
• Actively supporting a culture of best practice and continuous improvement. 
• Managing employee relation issues in line with HR regulations.

• Experience of managing a results and service driven team, ideally within a contact centre environment. 
• Have proven customer service management experience. 
• Excellent written Danish and English language, verbal and interpersonal communication skills.
• Optometry education. 
• Experience of working in an International, multi-cultural environment. 
• A proactive and organized approach, with the ability to manage multiple initiatives and stakeholders in a fast-paced environment. 
• Ideally previous use of SAP and CRM Systems. 
• Good knowledge of full Microsoft Office Suite & IT Skills. 
• Be able to show autonomy, flexibility and common sense when needed. 
• Being an excellent leader – being able to coach and motivate your team to achieve group and individual targets, and quickly identify areas for improvement and development.
• Demonstrating outstanding product and systems knowledge. 
• Acting as a company ambassador. 
• Having exceptional professional and interpersonal skills - answering relevant stakeholders, questions and handling objections effectively, applying a structured approach when dealing with queries. 
• Acting as a guardian of the Culture - leading by example Demonstrating integrity and trustworthiness, according to company values 
• Making our customers feel valued by EssilorLuxottica.

EssilorLuxottica is characterised by an international network and great career development opportunities.