Customer Service Support Associate at Alcon (Bangalore) | Full-Time

Job Description Summary

This role establishes and maintains information in all Alcon Customer databases, which are USER ID protected environments under AFCM controls to ensure system integrity. Responsible for quality reviews and maintaining the accuracy of information entered in the system. Works closely with internal teams to resolve issues and align processes when necessary to ensure proper support for dependent internal functional teams.

Work hours: 6:30 PM to 3:30 AM IST, Monday to Friday. Schedule adjusts as needed to support US Daylight Savings Time.

Job Description

Perform account management activities including, but not limited to:

• Creating Customer, Commercial (revenue) and Professional accounts
• Accurately affiliating Customer, Commercial and Professional accounts
• Accurately affiliating account partner functions

Perform account management license activities to comply with PDMA, VAWD, AFCM, etc. regulations:

• Assign accurate HCO license numbers
• Assign accurate HCP license numbers, including certification codes if applicable
• Validate Tax ID information

Field external and internal account inquiries including, but not limited to:

• Name and/or address change
• Ownership change
• Expedited shipping requests
• Freight
• Credit Cards
• Indirect Reporting
• Optical Networks and Buying Groups

Field customer/consumer calls including, but not limited to:

• Answering inbound calls from customers and various internal departments
• Case initiation and resolution
• Making outbound calls to customers and various internal departments

Competencies

• Action Oriented
• Attention to Detail
• Critical Thinking
• Collaborates Effectively
• Communicates Effectively (verbal and written)

Functional and System Knowledge to be Developed in Role

• Surgical, Vision Care & Pharma franchises and product lines
• Cross franchise and function systems and processes
• CRM/SFDC
• ERP/SAP
• MDM/Reltio
• MS Office
• Licensing Software

Alcon is an Equal Opportunity Employer and takes pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, marital status, disability, or any other reason.