Customer Service Associate – Order Management (Mandarin)

About the role

Alcon is seeking a Mandarin‑speaking Associate I to provide pre‑sale and post‑sale customer service and order management support. You will work across multiple channels, helping both business customers and end‑consumers with technical and non‑technical inquiries while ensuring a seamless order experience.

Key responsibilities

• Oversee end‑to‑end order processing, including intake, validation, modification, and closure for sales, returns, samples, demos, and equipment.
• Maintain accurate order records, manage back‑order communications, and monitor order status throughout the delivery cycle.
• Identify and resolve delays, risks, or bottlenecks, ensuring compliance with SLAs and operational KPIs.
• Provide remote customer service via phone, online chat, or text, and support customers in call‑center or distribution environments.
• Act as a liaison between customers and production/distribution teams, handling complaints, escalations, and complex order issues.
• Participate in process‑improvement initiatives, identifying opportunities for automation, workflow optimisation, and data‑driven enhancements.

Required profile

• Fluent Mandarin speaker with strong written and verbal communication skills in English.
• Customer‑focused mindset with the ability to manage multiple inquiries and maintain high service standards.
• Detail‑oriented and capable of maintaining accurate records and documentation.

Required skills