Customer Experience Representative – Spain & Portugal

About the role

Alcon is seeking a Customer Experience Representative to support its customers in Portugal and Spain. Based in Cornella de Llobregat, you will ensure incidents are resolved quickly, maintain high service quality, and collaborate closely with commercial teams for key accounts.

Key responsibilities

• Capture and manage customer incidents via phone and case management systems.
• Monitor incident progress and meet targeted close dates according to SLAs.
• Maintain customer information packages and provide proactive communication, including order status and billing updates.
• Coordinate return processes, pickup logistics, and generate RMAs as needed.
• Oversee automation and electronic platform follow‑up, ensuring SLA and Idoc monitoring.
• Perform output control and error clean‑up to keep processes accurate.

Required profile

• Native Portuguese and Spanish, with English at C1 level.
• 1‑3 years of experience in Customer Service, 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 and professional multilingual writing abilities.

Required skills

• CRM / Case Management tools
• ERP – SAP
• Microsoft Excel
• Idoc monitoring

What we offer

• Competitive salary
• Comprehensive benefits package
• Training and continuous development
• International exposure within a leading ophthalmology company
• Open, friendly and collaborative culture