Customer Service Specialist II

Overview

Bausch + Lomb is a leading global eye health company. This role is based in Kuala Lumpur, Malaysia.

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Our mission is to protect and enhance the gift of sight for millions of people around the world, from birth through every phase of life. We have a global presence with a diverse workforce and operate in approximately 100 countries.

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.

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; escalate 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 to 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 as assigned.

Experience / Qualifications

Job Details

Location : MY - Kuala Lumpur. Employment type : Full-time. Seniority level : Entry level. Job function : Other. Industries : Pharmaceutical Manufacturing.

Notes

This position may be available in the following location(s) : Kuala Lumpur, Malaysia.

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