About the role
At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers. We foster an inclusive culture and are looking for diverse, talented people to join Alcon.
As a Customer experience Representative, you will be responsible in customer experience operations, incident management, and digital platforms, with a strong focus on SLA compliance, end-to-end service quality, and close collaboration with commercial teams for Key Accounts. You will work for Portugal and Spain while you are be based in Cornella de Llobregat, Spain. In this role, a typical day will include:
Capture and manage customer incidents via phone and case management systems, ensuring timely resolution and exceptional customer experience.
Monitor and follow up on assigned incidents, guaranteeing targeted close dates are met according to established SLAs.
Maintain customer information packages and proactive communication, including order status updates and billing extracts.
Manage return processes, including pickup coordination and RMA generation as needed.
Oversee automation and electronic platform follow-up, ensuring SLA and Idoc monitoring.
Perform output control and error clean-up to maintain process accuracy.
WHAT YOU’LL BRING TO ALCON:
Portuguese and Spanish (native) + English (C1 level)
1-3 years of experience in Customer Service/Experience, Order‑to‑Cash, or Incident Support.
Experience with CRM/Case Management and ERP systems (SAP)
Practical knowledge of SLAs and escalation management
Intermediate Excel skills and professional multilingual writing abilities
Strong customer‑centric professional demonstrating accountability, analytical problem‑solving, collaborative teamwork, and clear communication
HOW YOU CAN THRIVE AT ALCON:
Competitive salary
Comprehensive benefits package
Training and continuous development; Be part of a high performing leader in ophthalmology company with a lot of opportunities to further develop your professional career.
International exposure
Open, friendly and collaborative culture
Alcon Careers
See your impact at alcon.com/careers
ATTENTION: Current Alcon Employee/Contingent Worker
If you are currently an active employee/contingent worker at Alcon, please click the appropriate link below to apply on the Internal Career site.
Aplyr's read
Alcon leads the eye care industry, focusing on innovative surgical and vision care products, attracting professionals passionate about advancing ocular health.
What's promising
- •Alcon is a global leader in eye care, providing stability and industry influence.
- •The company invests in cutting-edge technology for surgical and vision care products.
- •Alcon offers diverse roles, from technical operations to sales, indicating a broad scope of opportunities.
What to watch
- •The medical device industry is highly regulated, potentially impacting product development timelines.
- •Alcon faces strong competition from other major healthcare companies.
- •Limited public information about employee satisfaction and internal culture.
Why Alcon
- •Alcon specializes exclusively in eye care, setting it apart from broader healthcare companies.
- •The company has a strong focus on both surgical and vision care products.
- •Alcon's global presence provides international career opportunities for employees.
Aplyr’s read is generated by AI from public sources. Was it useful?
About Alcon
Alcon is a global leader in eye care, dedicated to helping people see brilliantly. The company specializes in surgical and vision care products.
