MY Kuala Lumpur Senior Customer Service Specialist

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; 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 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 assigned. Diploma or Bachelor’s Degree in Business Administration, Marketing, Economics, or a related field. Proficient in Microsoft Office (Excel, Word, PowerPoint). Fluent in spoken and written English, Bahasa Malaysia, and Chinese. EXPERIENCE Minimum 4 years of experience in customer service, order management or customer operations. Experience in healthcare, medical devices or regulated industries is preferred. Strong experience in order processing, customer enquiries and complaint handling. Ability to manage complex customer cases and work with cross-functional teams. Strong communication, problem-solving and stakeholder management skills. Detail-oriented, resourceful and able to work under pressure and meet tight deadlines. Experience working with SOPs and compliance requirements (GDPMD knowledge is an advantage). Ability to work independently in a fast-paced environment. 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 Apply now » Find similar jobs: 바슈앤롬, Carrières chez Bausch & Lomb, Carreras Bausch & Lomb, Bausch und Lomb, Bausch & Lomb Contact Us Legal Notice Privacy Policy Site Map E- Verify Poster Right to Work Opens in a new tab. Opens in a new tab. Cookie Consent Manager When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. Required Cookies These cookies are required to use this website and can't be turned off. Required Cookies Required Cookies Provider Description Enabled SAP as service provider We use the following session cookies, which are all required to enable the website to function: "route" is used for session stickiness "careerSiteCompanyId" is used to send the request to the correct data center "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor "Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another Cookies from provider SAPasserviceprovider are required and cannot be turned off