Senior Customer Service Lead – ANZ & SG

Alcon MX; Selangor; On-site; MYR 70,000 - 110,000; Full time

Job summary

Alcon, a global leader in eye care, seeks a Supervisor, Customer Service for ANZ & SG to lead operations across Australia, New Zealand and Singapore. You will supervise daily customer service activities, manage orders and returns, handle escalations, and coordinate with Sales, Supply Chain and internal teams to deliver outstanding service.

You will drive continuous improvement, monitor KPIs, ensure SOP/GxP compliance, and coach the team to achieve targets.

Qualifications

• 5+ years of experience in Customer Service or Order Management.
• Experience supervising teams and leading process improvements.
• Strong communication and collaboration skills.

Responsibilities

• Lead and supervise ANZ & SG customer service operations.
• Oversee order processing, returns, and escalations.
• Coordinate with Sales, Supply Chain, and internal teams.
• Monitor KPIs and drive continuous improvements.
• Ensure compliance with SOPs and quality standards.

Skills

Customer service leadership

Order management

Stakeholder management

English fluency

Education

Bachelor's degree in Business Administration or related field

Tools

SAP ERP

Microsoft Excel

CRM platforms

Job description

Alcon, a global leader in eye care, seeks a Supervisor, Customer Service for ANZ & SG to lead operations across Australia, New Zealand and Singapore. You will supervise daily customer service activities, manage orders and returns, handle escalations, and coordinate with Sales, Supply Chain and internal teams to deliver outstanding service.

You will drive continuous improvement, monitor KPIs, ensure SOP/GxP compliance, and coach the team to achieve targets.