Manager I, Customer Operations

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.

【Key Responsibility】

• Responsible for pre-sale and post-sale customer service and support, covering both technical and non-technical assistance across various customer segments including businesses and end-consumers.

• Tasks include remote customer service through phone, online chat, or text, as well as direct support in call centers and distribution or repair centers. Duties extend to analyzing and resolving customer issues, acting as a mediator between customers and the production or distribution teams for specific orders, and offering both technical and non-technical support in person.

• Receiving and addressing customer complaints through various channels, managing dissatisfaction proactively to maintain customer loyalty, keeping detailed records of interactions and resolutions, and escalating or redirecting issues as necessary to ensure high standards of customer service and satisfaction are met.

• Refining and supervising the processes related to customer orders, shipping, and returns. This involves handling complex orders, addressing any issues that arise during delivery, keeping abreast of and updating systems with information on product availability, expected delivery dates, and price adjustments.

• Liaising with customers and internal departments to ensure smooth operations, alongside compiling and analyzing data on customer interactions, sales trends, complaints, delivery issues, and the reasons behind product returns, all aimed at elevating the overall customer service experience.

【Skills/Experience】

• 5 years' experience in Customer Service Manager role
• Building a high performing team
• Managing a CSR team
• Demonstrated Leadership
• Cultural fit (positive, agile, people, dynamic environment)
• SAP system preferred
• Medical Device Industry most preferred

【Why join Alcon?】

• Join a global leader with a rich history of innovation and excellence in eye care.
• Be part of a collaborative and supportive team culture that values diversity and inclusion.
• Enjoy a competitive compensation package and opportunities for career advancement.
• Make a meaningful difference in the lives of patients worldwide by contributing to cutting-edge advancements in eye health.

If you're ready to take the next step in your career and lead a dynamic team towards success, we want to hear from you! Apply now and join us in shaping the future of eye care at Alcon.

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