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Customer Service Manager

Alcon - Macquarie Park, NSW

Customer Service & Call Centre
Source: uWorkin



Country: Australia

General Information


Franchise Customer Service Manager


Alcon Australia

Directly Reporting To

Head of Customer Service


Primary Purpose of Role

Leads a team of customer service representatives and committed to customer service excellence through appropriate coaching, training, supervision and motivation.

Role Dimensions

Number Of Direct And Indirect Reports


Financial Responsibility

(Budget, Cost, Sales, etc.)



Know How

SAP, Microsoft Office suite, Salesforce CRM

Impact On The Organisation

Significant – customer impacting role

Major Accountabilities

  • To maintain an efficient operating model for Customer Service team
  • To improve and ensure the delivery of Service Excellence consistently across every “touch point” through development and coaching of customer service representatives on an individual basis as needed
  • Provide an intensive on-the-job training program for new staff. Train and develop existing staff in customer service, telephone techniques, product knowledge and other issues to ensure objectives are met
  • Identify opportunities for improvement of services through the simplification of and refinement to existing systems
  • Ensure that customers’ needs are identified and actions are completed - supporting cross-functional teamwork through liaison with different departments
  • Assist to build a multi-skilled and flexible call centre team to ensure that we have the flexibility to meet the changing needs of customers
  • Ensure monitoring, reporting and resolution of Customer Complaints are carried out and recurrences prevented – proactive complaint management
  • Generate Operational KPI reporting and provide commentary on KPI performance
  • Execute all AFCM control reporting on time as per schedule
  • Prepare and conduct performance appraisals of direct reports
  • Assist and support Head of Customer Service as needed
Key Performance Indicators
  • Customer Feedback as measured via annual customer perceived quality survey
  • Operational KPI metrics as determined by Head of Customer Service
  • Turnover in team
Values and Behaviours




Education/Qualifications :

Advanced high school education or diploma plus equivalent experience


Key Competencies/Behaviours:

SAP Experience For Order Management Essential

Prior experience in healthcare or medical devices preferred



Minimum: 5 years’ experience as Customer Service Representative plus at least 2 years as a People Leader in a dynamic environment. High volume Call Centre/customer service experience preferred.

Prepared By

Tracey Dillon

Date: 21 Mar 2020

Macquarie Park, NSW

Customer Service & Call Centre


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