Customer Service Team Lead

Bausch & Lomb GmbH; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

A global eye health company is seeking a customer service representative in Kuala Lumpur to manage customer orders and inquiries. The ideal candidate will have a Higher Diploma or Bachelor's Degree and at least 3 years of experience in customer service. Proficiency in English and Bahasa Malaysia is essential, along with strong communication and problem-solving skills. You will handle complaints, ensure compliance with company standards, and work closely with the sales team.

Qualifications

• Fluent in both spoken and written English and Bahasa Malaysia.
• Minimum of 3 years’ relevant experience, including supervisory or leadership responsibilities.
• Experience in customer service or call centres, preferably within the banking or healthcare industry.

Responsibilities

• Handle customer orders via phone, email, WhatsApp, or sales team.
• Ensure accurate order entry into the system for timely delivery.
• Serve as the first point of contact for customer inquiries and handle complaints.

Skills

Customer service skills

Communication skills

Problem-solving

Attention to detail

Education

Higher Diploma or Bachelor’s Degree in Business Administration, Marketing, Economics, or related field

Tools

Microsoft Office (Excel, Word, PowerPoint)

Job description

Overview

Bausch + Lomb (NYSE/TSX: BLCO) is a leading global eye health company dedicated to protecting and enhancing the gift of sight for millions of people around the world—from the moment of birth through every phase of life. Our mission is simple, yet powerful: helping you see better, to live better. Our portfolio includes over 400 products, with a global footprint and a presence in approximately 100 countries, supported by about 13,000 employees.

Our company has a long history of advances in eye health and aims to continue leading the field in the future.

Objectives/Purpose of Job

The incumbent is responsible for providing high-quality customer service by responding promptly to inquiries, resolving issues efficiently, and ensuring customer satisfaction in accordance with company standards and procedures.

Key Activities/Responsibilities

• Handle customer orders received via phone, email, WhatsApp, or the sales team.
• Ensure accurate order entry into the system to enable timely delivery.
• Serve as the first point of contact for customer inquiries and handle complaints professionally; escalate to relevant departments when necessary.
• Coordinate and work closely with the sales team on customer related routine operations.
• Liaise with the warehouse and customers regarding order rejections and returns.
• Manage stock replenishment through to billing to fulfil distributor purchase orders.
• Log and manage customer complaints in the complaint system; monitor closure to ensure timely resolution.
• Ensure compliance with Company SOPs and participate in GDPMD.
• Perform other ad-hoc tasks as assigned.

Experience

• Higher Diploma or Bachelor’s Degree in Business Administration, Marketing, Economics, or a related field.
• Proficient in Microsoft Office (Excel, Word, PowerPoint).
• Fluent in both spoken and written English and Bahasa Malaysia.
• Minimum of 3 years’ relevant experience, including supervisory or leadership responsibilities.
• Experience in customer service or call centres, preferably within the banking or healthcare industry.
• Strong communication, listening, and problem-solving skills.
• Attentive to detail, resourceful, and self-motivated, with the ability to work under pressure and meet tight deadlines.
• Able to work independently.

This position may be available in the following location(s): MY - Kuala Lumpur

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.