Senior Customer Service Specialist

Bausch & Lomb Incorporated; Kuala Lumpur; On-site; MYR 54,000 - 80,000; Full time

Job summary

Bausch + Lomb is seeking a seasoned Customer Service/Order Management professional in Kuala Lumpur to deliver high-quality service across orders, inquiries, and complaints. You will coordinate with sales, warehouse, and distributors while upholding SOPs and GDPMD standards.

Requirements include 4+ years in customer operations, proficiency in MS Office, and fluency in English, Bahasa Malaysia, and Chinese. Healthcare/medical devices experience is a plus.

Qualifications

• 4+ years of experience in customer service, order management or customer operations.
• Experience in healthcare, medical devices or regulated industries is preferred.
• Experience in order processing, customer inquiries and complaint handling.
• Ability to manage complex customer cases and work with cross-functional teams.
• Strong communication, problem-solving and stakeholder management skills.
• Detail-oriented and able to work under pressure and meet deadlines.
• Familiarity with SOPs and GDPMD is an advantage.

Responsibilities

• Handle customer orders received via phone, email, WhatsApp, or the 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 professionally; escalate as needed.
• Coordinate with the sales team on customer-related operations.
• Liaise with warehouse and customers regarding order rejections and returns.
• Manage stock replenishment through billing to fulfill distributor purchase orders.
• Log and close customer complaints in the system and monitor timely resolution.
• Ensure compliance with SOPs and participate in GDPMD practices.
• Perform other ad-hoc tasks as assigned.

Skills

Customer service

Order management

Stakeholder management

Communication

Problem solving

Cross-functional

English

Bahasa Malaysia

Chinese

Education

Business Administration

Marketing

Economics

Related field

Tools

Excel

Word

PowerPoint

Job description

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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 comprehensive portfolio of over 400 products is fully integrated and built to serve our customers across the full spectrum of their eye health needs throughout their lives. Our iconic brand is built on the deep trust and loyalty of our customers established over our 170-year history. We have a significant global research, development, manufacturing and commercial footprint of approximately 13,000 employees and a presence in approximately 100 countries, extending our reach to billions of potential customers across the globe. We have long been associated with many of the most significant advances in eye health, and we believe we are well positioned to continue leading the advancement of eye health 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; elevate 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 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 Standard Operating Procedures (SOPs) and participate in Good Distribution Practice for Medical Devices (GDPMD).
• Perform other ad-hoc tasks assigned.
• Diploma or Bachelor’s Degree in Business Administration, Marketing, Economics, or a related field.
• Proficient in Microsoft Office (Excel, Word, PowerPoint).
• Fluent in spoken and written English, Bahasa Malaysia, and Chinese.

EXPERIENCE

• Minimum 4 years of experience in customer service, order management or customer operations.
• Experience in healthcare, medical devices or regulated industries is preferred.
• Strong experience in order processing, customer enquiries and complaint handling.
• Ability to manage complex customer cases and work with cross-functional teams.
• Strong communication, problem-solving and stakeholder management skills.
• Detail-oriented, resourceful and able to work under pressure and meet tight deadlines.
• Experience working with SOPs and compliance requirements (GDPMD knowledge is an advantage).
• Ability to work independently in a fast-paced environment.

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.