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 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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