Manager 1, Customer Service Support

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:

• Strong leadership skills with experience managing operational teams.
• Proven ability to influence and lead change in a fast-paced environment.
• Solid understanding of OTI process.
• Business acumen with the ability to balance operational excellence and strategic priorities.
• Experience with SAP and Salesforce
• Excellent communication skills to engage stakeholders and translate technical concepts into business language.

What we can offer you:

• Truly international environment and daily interactions with colleagues from all over the world
• Attractive benefits package (private medical care, group insurance, lunch card, transportation allowance, pension plan, Multisport/cultural card, Alcon products for you and your significant other)
• Attractive compensation package (including bonus scheme)
• Hybrid work possibilities (3/2/weekly)
• Modern office with many facilities inside located at NewCity building, 15 Marynarska Street, Warsaw

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