Aftersales Service Executive

Aftersales Service Executive

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. 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!

Your role is responsible for managing end-to-end customer support operations, including processing and updating customer orders for finished goods and spare parts, tracking shipments and open orders, and handling warranty returns with corresponding credit or debit notes. The position also involves responding to customer inquiries via phone and email, managing local inventory returns, issuing delivery notes and billing for spare parts received from Italy, preparing shipments to customers, and performing simple eyewear repairs. The ideal candidate holds a diploma or higher qualification, has prior experience in customer support, and demonstrates strong communication skills in English, Cantonese, and Mandarin. Proficiency in SAP, CRM systems, Microsoft Office, and effective time management are essential.

Company: Luxottica Wholesale Malaysia Sdn. Bhd.

Main Business: Luxottica Group, a global leader in the design, manufacturing and distribution of premium fashion and luxury eyewear. Listed in USA and Italy, our in-house brands include Rayban, Oakley, Persol, Vogue, etc. The company also produces under license for brands such as Chanel, Prada, Miu Miu, Dolce & Gabbana, Giorgio Armani, Emporio Armani, Coach, Burberry, Versace, Tiffany, Polo Ralph Lauren, etc. The company also operates retail chains like Sunglass Hut and Lens Crafter.

Role: Aftersales Service Executive

Reporting to: Customer Service Manager

Main responsibilities:

• Customer Orders (processing, modification and cancelation) for finished goods and spare parts.
• Open orders and shipment status tracking
• Warranty Return including Issuance of Credit & Debit Note
• Customer enquiry - receive and response to communication (both telephone and email) from customers
• Local inventory management (Returns)
• Billing – Issue Delivery Note & Billing for Spare part arrived from Italy.
• Shipment – Prepare parcel and consignment note to ship to customer.
• Repair – Simple fixing on defective eyewear by replacing with spare part.

Main requirements:

• Diploma or above.
• Previous experience in a customer support role
• Strong phone and verbal communication skills
• Familiarity with SAP & CRM systems and practices
• Ability to multi-task, set priorities and manage time effectively.
• Familiar with Microsoft Office
• Good English, Cantonese and Mandarin

What's in it for you:

• Entitled to 16 working days holidays (exclusive of all local Public Holidays) in the Company's holiday year which runs from January to December.
• Entitled to private medical cover which company will pay for the premium for this service. Confirmed employees will be entitled to yearly executive medical checkup or dental reimbursement for scaling, filling and extraction expenses of Maximum combine limit of RM 800 per year.
• Entitled to 2 free pairs of either sun or optical frames or lenses and a range of discounts off wholesale pricing throughout the year after completed the probation.
• Possibility of flexible ways of working (hybrid-work from home 2 days per week)
• Gain access to countless opportunities for growth, whether horizontally, vertically, or internationally – within a globally recognized leader that has a strong presence worldwide and covers every step of the value creation process.
• Join the Employee Shareholding Program to share in the Company's success and directly benefit from EssilorLuxottica's growth according to company prevailing policy.
• Enjoy team-building events and recreational activities organized by our volunteer-based 'We Care Committee' in Malaysia.
• Opportunity to volunteer with the OneSight EssilorLuxottica Foundation and be an active part of our mission to improve lives by improving sight.

Recruiting process

Our recruitment process may vary; If you are selected, you will be contacted by our recruiters to guide you through the specific steps for your application.

Our Diversity, Equity and Inclusion commitment

We are committed to creating an inclusive environment for all employees. We celebrate diversity and provide equal opportunities to all, regardless of race, gender, ethnicity, religion, disability, sexual orientation, or any other characteristic that makes us unique.