Associate I, Customer Service

Alcon; Selangor; On-site; MYR 30,000 - 45,000; Full time

Job summary

A leading global medical device company in Malaysia is seeking an Associate I, Customer Service, to ensure seamless customer order processing and effective communication. The ideal candidate will have a strong customer service mindset, proficiency in SAP and Microsoft Office, and 1-2 years of relevant experience. This role promises opportunities for collaboration and professional growth in a supportive environment.

Benefits

Competitive compensation package

Comprehensive benefits

Continuous learning opportunities

Qualifications

• Min 1 - 2 years of experience in customer service or call center.
• Able to manage multiple tasks simultaneously.
• Detail-oriented and strong organizational skills.

Responsibilities

• Receive and handle inbound customer orders and queries.
• Document customer details in a CRM platform.
• Provide accurate product and pricing information.
• Manage customer orders from receipt to delivery in SAP.

Skills

Customer service mindset

Organizational abilities

Communication skills

Problem-solving abilities

Fluency in English

Education

Diploma or Degree in Business Administration, Communication, Marketing

Tools

SAP

Microsoft Office Suite

Salesforce

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 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 Education

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

Minimum Work Experience

• 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 Careers

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