Customer Service Representative
5 months ago
Customer Service Representative (Surgical)
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.
Job Profile:
The Customer Support Representative (CSR) is primarily responsible for the processing of product orders and customer queries onto the Company’s SAP system and online ordering system. This must be undertaken in such a way, so to make the customer feel valued; ensure a confident, consistent, honest, knowledgeable and engaging manner. The role will communicate and co-ordinate with internal departments to ensure customers’ needs are met effectively and efficiently. Ensure consistently high levels of service are achieved as measured by agreed performance metrics, and ensure the Company’s Quality Policies, Procedures and Work Instructions are understood and followed, including the current maintenance of training records.
In this role, a typical day will include:
- Taking inbound calls from customers in an efficient, effective and courteous manner.
- Accurately placing customers’ orders onto ERP system.
- Clarifying customers complaints, accurately logged on the current company systems to ensure effective reporting and manage issues affecting our customers providing customer with updates and expectations for resolution
- Ensuring that all customer records are maintained and updated with all interactions, comments and complaints, using the escalation processes when appropriate.
- Ensuring maximum customer satisfaction with every interaction with 100% accuracy in all activities undertaken.
- Co-ordinating with internal departments ensuring customers’ needs are met effectively and efficiently.
- Communicating customer and market information gained through customer contact to other members of Alcon as appropriate
- Providing customers with accurate delivery information, including POD’s (Proof of delivery) ETA’s (estimated time of delivery) as required
- Any other duties or projects as requested by the Line Manager commensurate with the grade and level of responsibility for this role, for which the associate has the necessary experience and/or training
What you’ll bring to Alcon:
- Excellent time management & organisational skills
- Customer focus
- Solid communication skills on various levels
- SAP and Salesforce experience, or similar.
- Adaptable/flexible and extremely self-motivated.
- Solid, demonstrable IT skills.
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