Customer Operations Agent

☞ Alcon

View: 160

Update day: 26-11-2025

Location: Mechelen Antwerp

Category: Sales

Industry: Gezondheidszorg

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Job content

The Customer Care Support is responsible for the processing of customer orders and invoices, the processing of return orders and credit notes, the handling of complaints related to these activities, for handling customer inquiries and for the maintenance of the assigned databases underlying these activities. This according to procedures and instructions.

The Customer Care Agent is the owner of the customer order and is responsible to arrange its timely delivery.

The Customer Care Agent serves as the primary contact for the customer regarding the above mentioned activities.

Major Accountabilities

  • Customer orders: correct order entry and timely delivery to the customer; keep the customer informed in case of delay
  • Invoices: correct and timely invoicing and crediting
  • Complaints related to customer service: correct, timely and customer friendly settlement
  • Inquiry handling: accurately, at first contact (or reference to designated contact within Alcon)
  • Return orders: correct and timely handling
  • Master data maintenance: correct and timely

Key Performance Indicators

  • Customer orders: % orders without customer complaint due to Customer Care error
  • Invoices: % invoices and credit notes without complaint due to Customer Care error
  • Complaints: resolution cycle time
  • Information: feedback from Sales and customers
  • Returns from customers: % orders without customer complaint due to Customer Care error and cycle time

Background

Qualifications:

  • High School (A2) and preferable Bachelor degree or similar by relevant experience and/or education
  • Knowledge of an ERP-system is an asset
  • Knowledge of MS Office

Languages:

  • Dutch, French and English

Experience:

  • 0-2 years experience

Competencies:

  • Good (tele) communication skills
  • Accurate
  • Action oriented
  • Stress resistant
  • Customer and quality oriented
  • Team player (integer, respectful, collaborative, loyal)
  • Result driven, action oriented
  • Diligent, committed
  • Accountable
  • Autonomy and problem solving capacity
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Deadline: 10-01-2026

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