Associate I, Customer Service

At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers. We foster an inclusive culture and are looking for diverse, talented people to join Alcon.

• POSITION OVERVIEW :
• The Associate I, Customer Service serves as a critical liaison between the company and its customers. This role ensures seamless customer order processing and product returns according to company's requirements and ISO standards, efficient communication, and high-quality support across departments. The Associate I, Customer Service is responsible for order processing, return coordination, managing customer inquiries, supporting the sales team, coordinating logistics, and providing timely solutions
• KEY RESPONSIBILITIES :
• Receive and handle inbound customer orders, queries, and complaints
• Document and record customer details, queries, and complain deliveries, product inquiries, and complaints in CRM platform
• Follow up with customer and ensure complete resolution for all issues related to orders / billing / complaints / query via multiple channel : outbound call, email, CRM platform
• Provide accurate product, pricing, and availability information.
• Process and manage customer orders (sales order creation, billing, credit note, debit note, RMA, etc) from receipt to delivery in SAP system
• Manage returns and credit notes (CNs), including evidence keeping and coordination with related departments.
• Ensure accurate price corrections and track relevant documentation
• Communicate and coordinate with internal departments (Planning, Warehouse, Finance) to ensure order fulfilment and service accuracy.
• Liaise with Service Provider for timely product transportation and issue resolution.
• Collaborate with the Customer Data Administration (CDA) team for the creation of new customers and changes to customer data
• Ensure all data changes follow the correct approval workflow and are accurately reflected in internal systems
• WHAT YOU’LL BRING TO THE COMPANY :
• QUALIFICATIONS
• Passionate about serving customers and driven by a desire to make people’s lives easier.
• Strong internal and external customer service mindset
• Min 1 - 2 years of experience in customer service / call centre field will be an added advantage
• Proficient in Microsoft Office Suite (Excel, Word, Outlook).
• Hands-on experience with SAP and good understanding of ERP systems.
• Familiarity with Salesforce (CRM) is a plus.
• Detail-oriented with strong organizational and problem-solving abilities.
• Team player with excellent communication and interpersonal skills.
• Able to manage multiple tasks simultaneously while maintaining a positive and professional attitude.
• Fluency in English, both in written and spoken (other local language is an added advantage)
• Minimum Education
• Minimum Diploma or Degree preferably in Business Administration, Communication, Marketing.
• Minimum Work Experience
• Minimum 1-2 years relevant working experience, preferably in call center, shared service or equivalent within MNC industry.
• HOW YOU CAN THRIVE AT ALCON :
• Opportunity to work with a leading global medical device company
• Collaborate with a diverse and talented team in a supportive work environment
• Competitive compensation package and comprehensive benefits
• Continuous learning and development opportunities
• Alcon Careers
• See your impact at alcon.com / careers
• ATTENTION : Current Alcon Employee / Contingent Worker
• If you are currently an active employee / contingent worker at Alcon, please click the appropriate link below to apply on the Internal Career site.

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