Customer Experience Representative VC

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.

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.

Location: Cornella de Llobregat, Spain. The role is for Portugal and 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 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.

Qualifications

• 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.
• Professional multilingual writing abilities.
• Strong customer‑centric professional demonstrating accountability, analytical problem‑solving, collaborative teamwork, and clear communication.

Benefits & Growth

• Competitive salary.
• Comprehensive benefits package.
• Training and continuous development.
• Part of a high‑performing leader in ophthalmology with numerous opportunities for professional growth.
• International exposure.
• Open, friendly and collaborative culture.