Customer Service Excellence Manager

Alcon; Warszawa; Hybrid; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Private medical care

Group insurance

Lunch card

Transportation allowance

Pension plan

Multisport/cultural card

Alcon products for you and your loved

Hybrid work possibilities

Job summary

Alcon in Warsaw is seeking a Manager I, Customer Service Support to lead a team delivering service excellence. You will coach, train, and motivate staff, design an efficient operating model, and drive continuous improvement across customer service processes.

The role requires strong leadership, experience with SAP and Salesforce, and the ability to balance operational excellence with strategic priorities in a fast-paced environment.

Qualifications

• Strong leadership skills with experience managing operational teams.
• Proven ability to influence and lead change in a fast-paced environment.
• Solid understanding of OTI process.
• Business acumen with the ability to balance operational excellence and strategic priorities.
• Experience with SAP and Salesforce.
• Excellent communication skills to engage stakeholders and translate technical concepts into business language.

Responsibilities

• Lead a team of customer service representatives to achieve service excellence through coaching, training, and motivation.
• Provide intensive on-the-job training for new staff and develop existing staff in customer service, telephone techniques, and product knowledge.
• Prepare and conduct performance appraisals of direct reports.
• Assist and support the Head of Customer Service.
• Create an efficient operating model for the Customer Service team.
• Identify opportunities for service improvement by simplifying and refining existing systems.
• Generate operational KPI reporting and provide commentary on performance.
• Execute all Financial and Customer Management System reporting on time.
• Generate, prioritize, and implement process improvement ideas.
• Ensure consistent service excellence across all touchpoints through individual development and coaching.
• Monitor, report, and resolve customer complaints, preventing recurrences through proactive management.
• Identify customer needs and complete actions, supporting cross-functional teamwork.
• Drive operational excellence and ensure alignment with business functions, compliance, and audit requirements.
• Ensure adherence to all relevant policies and procedures.
• Lead processes to ensure timely migration and successful transitions.
• Collaborate proactively with key partners, including accounting authorities or auditors.
• Ensure timely resolution of escalated issues.

Skills

Leadership

Change management

SAP

Salesforce

Communication

Tools

SAP

Salesforce

Job description

Alcon in Warsaw is seeking a Manager I, Customer Service Support to lead a team delivering service excellence. You will coach, train, and motivate staff, design an efficient operating model, and drive continuous improvement across customer service processes.

The role requires strong leadership, experience with SAP and Salesforce, and the ability to balance operational excellence with strategic priorities in a fast-paced environment.