Customer experience Representative

About the role

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 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. Find Jobs for Employees Find Jobs for Contingent Worker

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