Customer Support Representative

The Customer Support Representative (CSR) is primarily responsible for the processing of product orders and customer queries (via means of telephone communication) onto the Company's SAP 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 - making it 'easy to do business' with Alcon, ensure consistently high levels of service (qualitative and quantitative) 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.

Main responsibilities

* Resolve customer queries and complaints promptly and efficiently. When Alcon have made a mistake, take responsibility for apologising to the customer and utilising gestures of goodwill such as price amendments or free of charge products to demonstrate that the customer is at the heart of everything we do
* Ensure all complaints (non-conformance) are logged on Lotus Notes to ensure Alcon are able to effectively report and manage issues affecting our customers
* Direct requests and unresolved issues to the designated resource as appropriate
* Record details of customer interactions, comments and complaints
* Communicate customer and market information gained through customer contact to other members of Alcon as appropriate
* Ensure your personal level of knowledge and training are up-to-date and adequate for your primary tasks (as above); predominantly identified through your team leader during the appraisal process
* Earn the enthusiasm and respect of the customers through continuous improvement, driven by your passion, integrity, teamwork and innovation
* Ensure you keep up-to-date with new products and technology
* 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

Qualifications

* GCSE level qualification or equivalent - desired

Languages

* Fluency in English (verbal and written)
* Any other European language would be an asset, but is not essential

Competencies

* Communication Skills (oral, written and listening ability): Effectively and efficiently conveys clear, complete and focused information; interacts with people at all levels of authority; tailors messages to audiences and listen to the views of others; effectively presents topics/information to individual and group audiences
* Organizational Skills: Prioritizes tasks efficiently and productively, and manages time well
* Problem Solving: Takes a logical and analytical approach to solving problems; generates workable solutions and resolves issues/challenging situations
* Self-Motivation: Self-starter able to work independently and proactively on own initiative, with minimal/little supervision
* Teamwork: Team player, able to excel at building trusting relationships with customers and colleagues; builds positive working relationships to achieve positive goals and business objectives
* Results Orientated: Demonstrates a high degree of results orientation; drive, enthusiasm and commitment towards achieving results/fulfilling objectives; ability to work under pressure/strict deadlines
* Adaptability/Flexibility: Highly adaptable/flexible - ability to react and respond positively to changing conditions, priorities and workload; works independently or as part of a team to effectively manage, prioritize and juggle multiple concurrent tasks
* Customer Focused: Assigns the highest priority to customer satisfaction; establishes effective relationships with customers, gains trust and respect
* Detail Oriented: Accurate with a high degree of detail orientation
* Computer/Technical Literacy: Computer-literate performer with software proficiency covering a variety of applications. Moderate knowledge of Microsoft Office, and ERP experience is essential
* System and product training will be provided, so service attitude and orientation towards delighting customers is paramount in this role

Hy-phen Limited is acting as an Employment Business in relation to this vacancy.

The Adecco Group UK & Ireland is an Equal Opportunities Employer.