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Warszawa, województwo mazowieckie, Polska
Hybrid
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.
Manager I, Customer Service Support
The Manager I, Customer Service Support is primarily responsible for leading a team of customer service representatives to achieve service excellence through effective coaching, training, and motivation. You will create an efficient operating model, provide on-the-job training, and find opportunities to improve systems.
Key Responsibilities:
• Lead a team of customer service representatives committed to service excellence through coaching, training, supervision, 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 Key Performance Indicator 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
What We’re Looking For:
What we can offer you:
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.
