Customer Service Representative at Essilor Lagos, Nigeria

Job description

JOB TITLE: Customer Service Representative, NigeriaROLES & 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

ESSILOR INTERNATIONALEssilor is the world leader in ophthalmic optics with a presence in 100 countries. The Group designs, manufactures and markets an extensive range of vision care solutions that help to correct, protect and prevent risks to the visual health of around one billion people worldwide.The Group’s human and societal commitment to making good vision accessible to all is what drives the 640,000 Essilor people every day. The Group enjoys a strong corporate culture, a result of its more than 165 year history. It is based on values of entrepreneurship, respect for others and shared trust, cooperation spirit, diversity and innovation. This has enabled a strong growth track record over time, both organically and through numerous local partnerships worldwide.In line with its mission to improve lives by improving sight, Essilor allocates more than €180 million to research and innovation every year to widen access to eyewear that is tailored to each person’s unique visual needs and lifestyle. It leverages a world class supply chain including 33 plants, 490 prescription laboratories and made to measure finishing facilities. The Group also develops and markets equipment, instruments and services for eye care professionals.Essilor reported consolidated revenue of nearly €7.49 billion in 2017.Its flagship brands are Varilux®, Crizal®, Transitions®, Definity®, Xperio®, Optifog™, Foster Grant®, Bolon® and Costa®.Sustainability is at the heart of Essilor’s mission, with healthy vision for all contributing to several of the UN’s Sustainable Development Goals. Essilor was recently recognized in Fortune’s Change the World list, for the progress it is making in addressing the issue of visual health as part of its core business strategy. All employees of Essilor will help to deliver in sustainability and carry out our mission.For more information, please visit www.essilor.com and www.essilorseechange.com

Desired Skills and Experience

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 advantageKEY 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* Able to work under pressure

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