Associate I, Customer Service (Order Management - Cantonese Speaker)

About the role

Alcon is seeking an Associate I to provide pre‑sale and post‑sale customer service for order management, with a focus on Cantonese‑speaking customers. You will support both business and end‑consumer segments, providing technical and non‑technical assistance through phone, online chat, or in‑person interactions. The role ensures smooth processing of orders, returns and samples while maintaining high levels of customer satisfaction.

Key responsibilities

• Manage end‑to‑end order processing, including intake, validation, modification and closure for sales, returns, samples, demos and equipment.
• Communicate back‑order status and updates to customers and sales teams, monitoring order progress throughout the delivery cycle.
• Identify and resolve delays, risks or bottlenecks, ensuring compliance with service level agreements and operational KPIs.
• Handle customer complaints and dissatisfaction across multiple channels, escalating issues when necessary to maintain loyalty.
• Maintain accurate records of interactions, resolutions and order details in internal systems.
• Participate in process‑improvement and cross‑functional projects to optimise order management, customer service and supply‑chain workflows.

Required profile

• Fluent in Cantonese (spoken and written) and proficient in English.
• Strong communication skills with the ability to mediate between customers and internal teams.
• Detail‑oriented with a focus on accuracy and compliance.
• Ability to work in a fast‑paced environment handling both technical and non‑technical queries.

Required skills

What we offer

• Opportunity to work for a global leader in eye care.
• Career development within a diverse and inclusive culture.