Manager I, Customer Service Support

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

• Alcon Careers

• See your impact at alcon.com/careers