Customer Service_AC

Job Description

Job Description

Job Title : Customer Service Representative

Location : Hybrid / Remote (Secaucus, NJ – North America Headquarters)

Department : Customer Service

About Safilo

Have you ever wondered who’s behind a pair of glasses? It’s us, from Safilo.

Established in 1934 in Italy’s Veneto region, Safilo Group is one of the eyewear industry’s principal players in the design, manufacturing and distribution of optical frames, sunglasses, sports eyewear, goggles and helmets. The Group designs and manufactures its collections by blending stylistic, technical and industrial innovation with quality and skillful craftsmanship. With an extensive global presence, Safilo’s business model enables it to monitor its entire production and distribution chain. With more than 30 brands, Safilo covers all the consumer segments : from Fashion Luxury – with Boss, Carolina Herrera, Etro, Isabel Marant, Missoni, Moschino, PORTS – to Lifestyle – with Carrera, Dsquared2, Eyewear by David Beckham, Marc Jacobs, Levi’s, Tommy Hilfiger, Tommy Jeans, Kate Spade New York, Kurt Geiger, Fossil, HUGO, Juicy Couture, Liz Claiborne, Love Moschino, Pierre Cardin, and Stuart Weitzman – and Sports & Outdoor – with Smith and Under Armour – up to Mass Cool – with Blenders, Polaroid, Privé Revaux and Seventh Street.

Position Overview :

Safilo is seeking a positive and customer-focused individual to join our Contact Center team as a full-time Customer Service Representative. This hybrid remote role is based out of our North America Headquarters in Secaucus, NJ.

The ideal candidate will serve as a key liaison between Safilo, our sales representatives, and our valued customers. This role requires a commitment to delivering exceptional service, resolving inquiries efficiently, and maintaining a high level of customer experience in every interaction.

Key Responsibilities :

• Answer inbound calls, chats, and emails, providing accurate, satisfactory answers to customer inquiries and concerns utilizing telephone scripting, chat canned responses, and email.
• Order Entry and subsequent review, providing updates and information about billing, shipping, warranties, and other account information as required.
• Resolve problems by clarifying issues, researching, and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems.
• De-escalate situations involving dissatisfied customers by offering assistance and support. Escalate customer concerns to the team lead rep and / or supervisors when warranted.
• Guide accounts through troubleshooting, navigating the company website, or using the products or services offered.
• Open research tickets for invoiced orders requiring after-shipment problem resolution through the ticketing platform.
• Meet daily qualitative and quantitative individual KPI targets, and achieve all objectives for service, productivity, and quality.
• Upselling of new products, services, and promotions offered.
• Recommend improvements for systems and processes to boost organizational efficiency.
• Performs other duties as assigned.

Qualifications :

Why You’ll Love Working With Us

We offer more than just a job, we provide a supportive environment where you can grow, feel valued, and enjoy your work. Our benefits include :

collaboration at every level.