Multilingual Customer Experience & Incident Specialist

Alcon; Barcelona; Presencial; EUR 28.000 - 38.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Comprehensive benefits

Training and development

International exposure

Descripción de la vacante

Alcon seeks a Customer Experience Representative to drive customer experience operations across Portugal and Spain from Cornella de Llobregat. You will manage incidents, support Order-to-Cash processes, and ensure SLA compliance while collaborating with commercial teams.

The role requires multilingual capabilities (Portuguese, Spanish native; English C1), CRM/Case Management and ERP experience (SAP), and a strong customer-centric, analytical mindset.

Formación

• 1–3 years of experience in Customer Service/Experience.
• Portuguese and Spanish native + English C1 level.
• Experience in Order-to-Cash or Incident Support.
• Familiar with CRM/Case Management and ERP systems (SAP).
• Knowledge of SLAs and escalation management.
• Intermediate Excel skills and multilingual writing ability.

Responsabilidades

• Capture and manage customer incidents via phone and case management systems.
• Monitor and follow up on incidents to meet SLA targets.
• Maintain customer information packages and proactive communication.
• Manage return processes, including pickups and RMAs.
• Oversee automation and electronic platform follow-up, SLA and Idoc monitoring.
• Perform output control and error clean-up to maintain accuracy.

Conocimientos

Portuguese native

Spanish native

English (C1)

Customer service

Herramientas

CRM/Case Management

SAP

Excel

Descripción del empleo

Alcon seeks a Customer Experience Representative to drive customer experience operations across Portugal and Spain from Cornella de Llobregat. You will manage incidents, support Order-to-Cash processes, and ensure SLA compliance while collaborating with commercial teams.

The role requires multilingual capabilities (Portuguese, Spanish native; English C1), CRM/Case Management and ERP experience (SAP), and a strong customer-centric, analytical mindset.