Manager I, Customer Service Support

About the role

Alcon is seeking a Manager I, Customer Service Support to lead a team of representatives, drive service excellence and implement operational improvements in Warsaw.

Key responsibilities

• Lead and coach a team of customer service representatives to achieve service excellence.
• Provide intensive on‑the‑job training for new staff and develop existing staff in telephone techniques and product knowledge.
• Prepare and conduct performance appraisals and support the Head of Customer Service.
• Create an efficient operating model and identify opportunities for service improvement.
• Generate KPI reporting, financial and system reporting, and implement process improvement ideas.
• Monitor, report and resolve customer complaints, ensuring proactive management.
• Collaborate with cross‑functional partners and ensure compliance with policies and audit requirements.

Required profile

• Strong leadership skills with experience managing operational teams.
• Proven ability to influence and lead change in a fast‑paced environment.
• Solid understanding of OTI processes and business acumen.
• Experience with SAP and Salesforce.
• Excellent communication skills to engage stakeholders and translate technical concepts.

Required skills

• SAP
• Salesforce

What we offer

• Truly international environment with daily interactions worldwide.
• Attractive benefits package (private medical care, group insurance, lunch card, transportation allowance, pension plan, Multisport/cultural card, Alcon products).
• Competitive compensation including bonus scheme.
• Hybrid work possibilities (3/2 weekly).
• Modern office in NewCity building, 15 Marynarska Street, Warsaw.