Customer Service Associate – Order Management (Cantonese)

About the role

At Alcon, the global leader in eye care, the Associate I Customer Service role supports order management for Hong Kong and Taiwan customers, providing pre‑sale and post‑sale assistance in Cantonese.

Key responsibilities

• Handle pre‑sale and post‑sale customer service via phone, online chat, or text, addressing both technical and non‑technical inquiries.
• Manage end‑to‑end order processing, including intake, validation, modification, and closure for sales, returns, samples, demos, and equipment.
• Communicate backorder status, monitor order‑to‑delivery cycles, and proactively resolve delays, risks, or bottlenecks.
• Maintain compliance with service level agreements, delivery commitments, and operational KPIs.
• Document customer interactions, complaints, and resolutions; escalate issues to production or distribution teams as needed.
• Refine and supervise processes related to orders, shipping, and returns, ensuring accurate system updates on product availability and pricing.
• Collaborate with internal departments and compile data on customer interactions, sales trends, and return reasons to improve service quality.
• Participate in cross‑functional process‑improvement projects, identifying opportunities for automation and workflow optimisation.

Required profile

• Fluent in Cantonese (spoken and written) with strong English proficiency.
• Experience in customer service, order management, or related support functions.
• Excellent communication and problem‑solving abilities.
• Ability to handle complex orders and coordinate with production, distribution, and sales teams.
• Detail‑oriented with strong record‑keeping and data‑analysis skills.

Required skills