Alcon
Eye Care
AssociateII,CustomerService
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Associate II, Customer Service at Alcon. Skills: Customer Service, Communication, Problem Solving. Process orders. Release orders”
What You'll Achieve.
Enhance the customer experience; Improve the service experience
Industry & Context.
Resolve complex inquiries; Recommend resolutions; Critical thinking; Challenging status quo
Flexibility to work between the hours of 8 AM – 6 PM local time
What They're Looking For.
Must Have
Secondary School Diploma, Excellent written and verbal communication skills, interpersonal relationship skills, Ability to interact with individuals at all levels of the organization, Experience and curiosity to learn and work with different web-based technologies, Proficient in all MS Office Suite, Excellent customer service skills, ability to negotiate, resolve demanding situations, Diligent, thorough, detail oriented, Critical thinking, challenging status quo, Ability to work independently, Ability to work in cross-functional team environment, Shows good judgment, understands departmental guidelines, can effectively communicate to business, maintaining a spirit of collaboration and partnership with stakeholders, Adapts to change, strives for continuous improvement, Bilingualism, advanced written and verbal communication in English and French required, flexibility to work between the hours of 8 AM – 6 PM local time
Nice to Have
Bachelor’s Degree or Post-Secondary Diploma
What You'll Do.
Remain current on products
Remain current on processes
Remain current on policies
Remain current on procedures
Collaborate with Customers
Answer questions on product availability
Answer questions on ETA
Resolve complex inquiries
Use multiple tools and resources
Resolve inquiries within service standards
Identify client concerns
Report client concerns
Recommend resolutions
Action customer facing initiatives
Support outbound campaigns
Provide value-added services
Increase digital footprint
Proactive measures for projects
How You'll Work.
Team & Collaboration
Collaborate with Customers; Collaborate with internal partners; Work in cross-functional team environment; Maintain spirit of collaboration and partnership with stakeholders
Communication Scope
Excellent written and verbal communication skills; Advanced written and verbal communication in English and French
Full Job Description
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. As an **Associate II** supporting **Customer Service** for Alcon, you will be trusted to enhance the customer experience by delivering purposeful and thoughtful approaches to customer problems with clear, consistent communication at **Mississauga, Canada**. In this role, a typical day will include: * Accurately and efficiently process, release, and track orders in all available platforms. * Remain current on all products, processes, policies, and procedures. * Collaborate with Customers and internal partners to answer questions on product availability, ETA, and to resolve complex inquiries. * Effectively use multiple tools and resources to resolve inquiries within our defined service standards * Take a proactive role in identifying and reporting areas of continuing client concerns (trends) and making recommendations to help develop and implement strategies to resolve the issues to improve the service experience. * Recommend resolutions to issues and initiate within guidelines. * Actioning specific customer facing initiatives that may vary in timelines and expectations * Supporting outbound campaign to provide value-added services to our internal/external customers. i.e.: increasing digital footprint, proactive measures for specific project initiatives which could include analytical research i.e. Service Level Analysis, Customer Score Card Analysis and inventory management. **WHAT YOU 'LL BRING TO ALCON:** * Secondary School Diploma, Preferred Bachelor’s Degree or Post-Secondary Diploma * Excellent written an
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