Customer experience Representative

Alcon MX; Cornellà de Llobregat; Presencial; EUR 32.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Benefits package

Training and development

International exposure

Open culture

Descripción de la vacante

Alcon in Cornella de Llobregat, Spain, is seeking a Customer Experience Representative to support Portugal and Spain operations, focusing on incident management, order-to-cash, and SLA compliance.

You will manage customer incidents via phone and case systems, monitor escalation, maintain customer information, handle returns, and work with SAP ERP; fluency in Portuguese and Spanish with English at C1 level is required.

Formación

• 1-3 years of experience in Customer Service/Experience, Order‑to‑Cash, or Incident Support.
• Experience with CRM/Case Management and ERP systems (SAP) is desirable.
• Practical knowledge of SLAs and escalation management.

Responsabilidades

• 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.

Conocimientos

Portuguese

Spanish

English

Herramientas

SAP

Descripción del empleo

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

At Alcon, we are committed to helping people see better. We believe patients should have access to quality eye care regardless of their economic circumstances; however, barriers to good eye health exist for patients in both developed and emerging markets. Alcon develops and manufactures innovative devices to serve the full life cycle of eye care needs. Its surgical group is one of the largest makers of equipment used for cataract removal and laser vision correction. Its consumer products include the well‑known Opti-Free line of contact lens solutions and related products. Alcon, which was founded in 1945, sells its products in 180 countries worldwide.