Customer Service Operations Lead (Multi-Channel)

Alcon; Selangor; On-site; MYR 66,960 - 100,440; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Career development

Job summary

Alcon Malaysia seeks an experienced Customer Service Leader to manage end-to-end customer care across multiple channels, coordinating with sales, logistics and production teams to resolve inquiries and order-related issues. You will oversee order fulfillment, escalations, and performance metrics while driving process improvements and a customer-centric culture.

The role requires 6+ years in customer service with leadership exposure, plus strong communication, analytical, and IT skills (SAP,

Qualifications

• Min 6 years’ experience in Customer Service/Support roles.
• Experience as team leader or manager preferred.
• Business level Japanese and English.

Responsibilities

• Lead pre-sale and post-sale customer service across multiple channels.
• Coordinate with cross-functional teams to resolve inquiries and order issues.
• Oversee order management, shipping, delivery and returns processes.
• Collect and analyze customer data to drive service improvements.
• Develop and mentor the customer service team and promote process standardization.

Skills

Team leadership

Communication skills

Analytical thinking

Time management

Education

University degree or equivalent

Tools

SAP

Salesforce

Advanced Excel

Job description

Alcon Malaysia seeks an experienced Customer Service Leader to manage end-to-end customer care across multiple channels, coordinating with sales, logistics and production teams to resolve inquiries and order-related issues. You will oversee order fulfillment, escalations, and performance metrics while driving process improvements and a customer-centric culture.

The role requires 6+ years in customer service with leadership exposure, plus strong communication, analytical, and IT skills (SAP,