Senior Customer Service Specialist II

Bausch + Lomb; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global eye health company in Kuala Lumpur is seeking a Customer Service Representative. This role involves handling customer orders, inquiries, and ensuring satisfaction according to company standards. Ideal candidates should possess a Higher Diploma or Bachelor's Degree in Business Administration or a related field, and have fluency in English and Bahasa Malaysia. Strong communication and problem-solving skills are essential. This position offers an opportunity to contribute to customer satisfaction in a dynamic and supportive environment.

Qualifications

• Proficiency in Microsoft Office applications.
• Experience in customer service or call centres, preferably in banking or healthcare.
• Fluency in spoken and written English and Bahasa Malaysia.

Responsibilities

• Handle customer orders via phone, email, and WhatsApp.
• Ensure accurate order entry for timely delivery.
• Serve as the first point of contact for customer inquiries.

Skills

Customer service skills

Communication skills

Problem-solving skills

Attention to detail

Fluency in English

Fluency in Bahasa Malaysia

Education

Higher Diploma or Bachelor's Degree in Business Administration or related field

Tools

Microsoft Office

Job description

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 and coordinate closely with the sales team on related routine operations.
• Liaise with the warehouse and customers regarding order rejections and returns.
• Manage stock replenishment through to billing to fulfill distributor purchase orders.
• Log and manage customer complaints in the complaint system and 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 as assigned.

EXPERIENCE

• Higher Diploma or Bachelor’s Degree in Business Administration, Marketing, Economics, or a related field.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint).
• Fluency in both spoken and written English and Bahasa Malaysia.
• 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.
• Ability to work independently.

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.

Job Applicants should be aware of job offer scams perpetrated through the use of the Internet and social media platforms.

To learn more please read Bausch + Lomb's Job Offer Fraud Statement (https://performancemanager.successfactors.eu/doc/custom/BauschLomb/Bausch_job_posting_statement.docx).