Associate I, Customer Service

Alcon Laboratories Malaysia Sdn Bhd; Petaling Jaya; On-site; MYR 36,000 - 60,000; Full time

Job summary

Alcon Laboratories Malaysia Sdn Bhd is seeking an Associate I, Customer Service to act as a liaison between the company and customers. You will handle order processing, returns, and inquiries, ensuring efficient communication and high-quality support across departments.

The role requires 1–2 years in customer service, proficiency with SAP and ERP, and strong English communication. Join a global leader in eye care with a comprehensive benefits package.

Qualifications

• Diploma or Degree in Business Administration, Communication, Marketing.
• 1-2 years in customer service/call center preferred.
• Proficient with SAP and ERP systems.
• Familiarity with Salesforce (CRM) is a plus.
• Fluent English, strong communication and interpersonal skills.

Responsibilities

• Receive and handle inbound customer orders, queries, and complaints.
• Document customer details and inquiries in CRM platform.
• Follow up to ensure complete resolution via calls, email, and CRM.
• Provide accurate product, pricing, and availability information.
• Process and manage customer orders from receipt to delivery in SAP.
• Manage returns and credit notes, coordinating with related departments.
• Communicate with Planning, Warehouse, Finance to ensure order fulfilment.
• Coordinate with service provider for timely product transportation.

Skills

Customer service mindset

Microsoft Office

SAP

CRM (Salesforce)

ERP systems

Multi-tasking

Communication skills

Education

Diploma or Degree in Business Administration/Communication/Marketing

Tools

SAP

Salesforce

Microsoft Office

Job description

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.

POSITION OVERVIEW:

The Associate I, Customer Service serves as a critical liaison between the company and its customers. This role ensures seamless customer order processing and product returns according to company's requirements and ISO standards, efficient communication, and high-quality support across departments. The Associate I, Customer Service is responsible for order processing, return coordination, managing customer inquiries, supporting the sales team, coordinating logistics, and providing timely solutions

KEY RESPONSIBILITIES:

Receive and handle inbound customer orders, queries, and complaints

Document and record customer details, queries, and complain deliveries, product inquiries, and complaints in CRM platform

Follow up with customer and ensure complete resolution for all issues related to orders/billing/complaints/query via multiple channel: outbound call, email, CRM platform

Provide accurate product, pricing, and availability information.

Process and manage customer orders (sales order creation, billing, credit note, debit note, RMA, etc) from receipt to delivery in SAP system

Manage returns and credit notes (CNs), including evidence keeping and coordination with related departments.

Ensure accurate price corrections and track relevant documentation

Communicate and coordinate with internal departments (Planning, Warehouse, Finance) to ensure order fulfilment and service accuracy.

Liaise with Service Provider for timely product transportation and issue resolution.

Collaborate with the Customer Data Administration (CDA) team for the creation of new customers and changes to customer data

Ensure all data changes follow the correct approval workflow and are accurately reflected in internal systems

WHAT YOU’LL BRING TO THE COMPANY:

QUALIFICATIONS

Passionate about serving customers and driven by a desire to make people's lives easier.

Strong internal and external customer service mindset

Min 1 - 2 years of experience in customer service / call centre field will be an added advantage

Proficient in Microsoft Office Suite (Excel, Word, Outlook).

Hands-on experience with SAP and good understanding of ERP systems.

Familiarity with Salesforce (CRM) is a plus.

Detail-oriented with strong organizational and problem-solving abilities.

Team player with excellent communication and interpersonal skills.

Able to manage multiple tasks simultaneously while maintaining a positive and professional attitude.

Fluency in English, both in written and spoken (other local language is an added advantage)

Minimum Diploma or Degree preferably in Business Administration, Communication, Marketing.

Minimum 1-2 years relevant working experience, preferably in call center, shared service or equivalent within MNC industry.

HOW YOU CAN THRIVE AT ALCON:

Opportunity to work with a leading global medical device company

Collaborate with a diverse and talented team in a supportive work environment

Competitive compensation package and comprehensive benefits

Continuous learning and development opportunities

Alcon helps people see brilliantly. As the global leader in eye care with a heritage spanning over 75 years, we offer the broadest portfolio of products to enhance sight and improve people's lives. Our Surgical and Vision Care products touch the lives of more than 260 million people in over 140 countries each year living with conditions like cataracts, glaucoma, retinal diseases and refractive errors. Our more than 25,000 associates are enhancing the quality of life through innovative products, partnerships with Eye Care Professionals and programs that advance access to quality eye care. Learn more at www.alcon.com.

Mission: We aspire to lead the world in innovating life-changing vision products because when people see brilliantly, they live brilliantly.

Alcon helps people see brilliantly. As the global leader in eye care with a heritage spanning over 75 years, we offer the broadest portfolio of products to enhance sight and improve people's lives. Our Surgical and Vision Care products touch the lives of more than 260 million people in over 140 countries each year living with conditions like cataracts, glaucoma, retinal diseases and refractive errors. Our more than 25,000 associates are enhancing the quality of life through innovative products, partnerships with Eye Care Professionals and programs that advance access to quality eye care. Learn more at www.alcon.com.

Mission: We aspire to lead the world in innovating life-changing vision products because when people see brilliantly, they live brilliantly.