Senior Customer Service & Operations Leader (Multichannel)

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

Job summary

Alcon Malaysia seeks a seasoned Customer Service Manager to lead end-to-end support across multiple channels, coordinating with Sales, Production, Logistics, and Distribution. The role drives process improvements, performance management, and customer satisfaction through data-driven insights and cross-functional collaboration.

The ideal candidate has at least 6 years in customer service leadership, strong communication skills, and hands-on experience with SAP, Salesforce, and advanced Excel.

Qualifications

• Experience as team leader or manager is preferred.
• Min 6 years’ experience as a Customer Service/Support Specialist or similar CS role.
• Excellent communication, analytical, and observation skills with strong situational assessment capabilities.
• Self-motivated and proactive, with the ability to adapt quickly in fast-paced operational environments.

Responsibilities

• Lead and develop a customer service team through performance management, coaching, training, workforce planning, and process standardization.
• Oversee and improve customer order, shipping, delivery, and returns processes, including complex orders and delivery issues.
• Analyze customer interactions, sales trends, complaints, delivery performance, and return data to drive improvements.
• Collaborate with cross-functional teams to resolve inquiries and ensure timely fulfillment.

Skills

Leadership

Customer service

Communication

Time management

Education

University degree or equivalent

Tools

SAP

Salesforce

Advanced Excel

Job description

Alcon Malaysia seeks a seasoned Customer Service Manager to lead end-to-end support across multiple channels, coordinating with Sales, Production, Logistics, and Distribution. The role drives process improvements, performance management, and customer satisfaction through data-driven insights and cross-functional collaboration.

The ideal candidate has at least 6 years in customer service leadership, strong communication skills, and hands-on experience with SAP, Salesforce, and advanced Excel.