Customer experience Representative

About Alcon

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.

We’re looking for a Customer Experience Representative to support operations, incident management, and digital platforms, focusing on SLA compliance, service quality, and collaboration with commercial teams for key accounts in Portugal and Spain. The role is based in Cornellà de Llobregat, Spain.

Responsibilities

• 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 coor...