Customer Service Supervisor: Global Support Lead

alcon; Malaysia; On-site; MYR 284,000 - 447,000; Full time

Job summary

Alcon is seeking a Supervisor, Customer Service (HK & KR) to lead pre-sale and post-sale support across channels and ensure exceptional customer experiences. You will manage order processing, returns, and liaise with sales force and healthcare professionals to resolve issues.

In this role, you will track shipments, analyse trends, and drive improvements with SOP‑compliant processes. The position emphasizes customer satisfaction over sales targets and offers a dynamic, global team environment.

Responsibilities

• Generate the best customer experience through deep knowledge and personalised attention.
• Act as the first contact line for the sales force, following up on client consultations and incidents.
• Provide advice and information on the company's value proposition, products, commercial conditions, and added value.
• Support sales representatives and channel partners in processing orders and returns, including managing order processing for pharmacies and supervising the order and delivery process with third‑party warehouses and forwarders.
• Track orders and resolve customer inquiries about products, prices, delivery, availability, and features.
• Receive and issue calls for personalised customer service and resolution.
• Engage healthcare professionals for expense payout.
• Collaborate with the Customer Care Manager and Customer Care Process Assurance Lead, exchanging information as a development strategy for business and marketing.
• Provide metrics and reports to the Sales team
• Record and analyse information to enhance customer knowledge and experience, providing feedback on process efficiency to improve customer experience.
• Manage returns due to expired products and lack of rotation.
• Process and track platform orders, including start date, end date, replacement, and inclusion of new products.
• Analyse stock situations: internal stocks, stock levels in the channel by wholesaler, and calculate the impact on the pharmacy, communicating with the sales network and the pharmacy for stock management.
• Coordinate the implementation of the value propagation and multi‑channel engagement plan in the pharmacy.

Job description

Alcon is seeking a Supervisor, Customer Service (HK & KR) to lead pre-sale and post-sale support across channels and ensure exceptional customer experiences. You will manage order processing, returns, and liaise with sales force and healthcare professionals to resolve issues.

In this role, you will track shipments, analyse trends, and drive improvements with SOP‑compliant processes. The position emphasizes customer satisfaction over sales targets and offers a dynamic, global team environment.