At a Glance
- Tasks: Enhance customer experience by solving inquiries and processing orders efficiently.
- Company: Join Alcon, a global leader in eye care with a commitment to innovation.
- Benefits: Competitive hourly wage, inclusive culture, and potential for contract extension.
- Other info: Dynamic work environment with opportunities for growth and collaboration.
- Why this job: Make a real impact in people's lives while developing your customer service skills.
- Qualifications: Bilingual in English and French, strong communication skills, and a passion for learning.
The predicted salary is between 25 - 40.75 $ per hour.
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 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 our Mississauga office. This is a 16-month contract position with the potential to extend.
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 make recommendations to help develop and implement strategies to resolve the issues to improve the service experience.
- Identify and escalate specific technical trends and problems to highlight training needs and process gaps.
- Recommend resolutions to issues and initiate within guidelines.
WHAT YOU'LL BRING TO ALCON:
- Education Minimum: Secondary School Diploma, Preferred Bachelor’s Degree or Post-Secondary Diploma.
- Excellent written and verbal communication skills and 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 (Salesforce, EDI, ERP and Online ordering).
- Excellent customer service skills with ability to negotiate and resolve demanding situations. Diligent, thorough, and detail oriented.
- Critical thinking and challenging status quo.
- Ability to work independently and in cross-functional team environment. Shows good judgment, understands departmental guidelines, and can effectively communicate to business while still maintaining a spirit of collaboration and partnership with stakeholders.
- Adapts to change and strives for continuous improvement.
- Bilingualism, advanced written and verbal communication in English and French required.
- Computer/System Requirements: Proficient in all MS Office Suite with preferred knowledge of ERP, Salesforce, and EDI. Ability and willingness to learn new computer systems and software.
- Must have flexibility to work between the hours of 8 AM – 6 PM local time. (Exact schedule may differ within these hours.)
Salary Range: $25.00 – $40.75 CAD per hour. Actual compensation will be based on skills, experience, and qualifications. This is a replacement position.
Associate I, Customer Service in Mississauga employer: alcon
At Alcon, we pride ourselves on being a leading employer in the eye care industry, offering a dynamic and inclusive work culture that values innovation and collaboration. Our employees benefit from a comprehensive package that includes health and retirement plans, flexible time off, and opportunities for professional growth, all while making a meaningful impact on patients' lives. Located in vibrant Montreal, our team enjoys access to a major airport, facilitating extensive travel and engagement with key opinion leaders in the field.
