Senior Customer Service Specialist

BAUSCH & LOMB (MALAYSIA) SDN BHD; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Flexi Benefits

Health Screening

Group Hospitalisation & Surgical보험

Group Term Life Insurance

Job summary

BAUSCH & LOMB (MALAYSIA) SDN BHD is seeking a Senior Customer Service Specialist fluent in Mandarin to join their Kuala Lumpur team. This full-time, customer-facing role manages orders, responds to inquiries, resolves issues, and coordinates with internal stakeholders to ensure a seamless customer experience.

The ideal candidate has 4+ years in customer service or order management, with strong communication and proficiency in MS Office.

Qualifications

• Diploma or Bachelor’s Degree in Business Administration, Marketing, Economics, or a related field.
• Minimum 4 years of experience in customer service, order management, or customer operations.
• Experience in healthcare, medical devices, or other regulated industries is advantageous.
• Fluent in English, Bahasa Malaysia and Mandarin.

Responsibilities

• Handle customer orders received via phone, email, WhatsApp, and the Sales team.
• Ensure accurate and timely order entry to facilitate efficient order fulfilment and delivery.
• Serve as the first point of contact for customer inquiries and complaints, elevating issues when required.
• Coordinate closely with the Sales team on customer-related operational matters.
• Liaise with customers and warehouse teams regarding order rejections, returns, and other fulfilment matters.
• Manage stock replenishment through billing activities to fulfil distributor purchase orders.
• Log and manage customer complaints in the complaint management system and monitor timely closure.
• Maintain accurate records and documentation related to customer transactions and service activities.
• Ensure compliance with SOPs and GDPMD requirements.
• Perform other duties to support business operations.

Skills

Mandarin

Customer service

Order management

Communication

Microsoft Office

Education

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

Job description

About Us

Bausch & Lomb is a global leader in eye health, dedicated to helping people see better and live better. With a rich heritage spanning over 170 years, we specialise in innovative eye care solutions, including contact lenses, lens care products, pharmaceuticals and surgical equipment. Our mission is to advance eye health and improve quality of life for millions of people worldwide. We are committed to fostering a workplace culture that values innovation, teamwork and customer-centricity, where every team member plays a vital role in our success.

About the Role

We are seeking a dedicated and customer-focused Senior Customer Service Specialist fluent in Mandarin to join our team in Kuala Lumpur.

This is a full-time, customer-facing position that plays an important role in delivering an excellent customer experience. You will be responsible for managing customer orders, responding to enquiries, resolving issues efficiently, and coordinating with internal stakeholders to ensure a seamless customer experience.

The role is key to maintaining customer satisfaction, building strong customer relationships, and supporting the efficient delivery of our products and services.

Key Responsibilities

• Handle customer orders received via phone, email, WhatsApp, and the Sales team.
• Ensure accurate and timely order entry to facilitate efficient order fulfilment and delivery.
• Serve as the first point of contact for customer enquiries and complaints, and elevate issues to the relevant departments when required.
• Coordinate closely with the Sales team on customer-related operational matters.
• Liaise with customers and warehouse teams regarding order rejections, returns, and other order fulfilment matters.
• Manage stock replenishment through billing activities to fulfil distributor purchase orders.
• Log and manage customer complaints in the complaint management system and monitor timely closure.
• Maintain accurate records and documentation related to customer transactions and service activities.
• Ensure compliance with company Standard Operating Procedures (SOPs) and Good Distribution Practice for Medical Devices (GDPMD) requirements.
• Perform other duties and responsibilities as assigned to support business operations.

What We're Looking For

• Diploma or Bachelor’s Degree in Business Administration, Marketing, Economics, or a related field.
• Minimum 4 years of experience in customer service, order management, or customer operations.
• Experience in healthcare, medical devices, or other regulated industries will be an advantage.
• Experience in order processing, customer enquiries, and complaint handling.
• Strong communication, interpersonal, and customer service skills.
• Proficiency in Microsoft Office applications, including Excel, Word, and PowerPoint.
• Fluency in spoken and written English, Bahasa Malaysia, and Mandarin. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.
• Strong problem‑solving skills with a high level of accuracy and attention to detail.
• Self‑motivated, resourceful, and able to work effectively under pressure and meet tight deadlines.
• Ability to work independently in a fast‑paced environment.

What We Offer

At Bausch + Lomb, we offer a collaborative and inclusive work environment, opportunities for professional growth, and the chance to make a meaningful impact by helping people see better and live better. Join us and grow your career with a company that is passionate about improving vision and transforming lives.

Perks and benefits

• Flexi Benefits
• Health Screening
• Group Hospitalisation & Surgical Insurance
• Group Term Life Insurance

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.

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.