Customer Service Associate – Order Management (Cantonese/Mandarin)

About the role

Alcon is seeking a Customer Service Associate to handle order management and provide pre‑sale and post‑sale support for Cantonese‑ and Mandarin‑speaking customers. You will work remotely and on‑site to resolve technical and non‑technical inquiries, ensuring a seamless experience for both business and consumer clients.

Key responsibilities

• Manage end‑to‑end order processing, including intake, validation, modification, and closure for sales, returns, samples, demos, and equipment.
• Provide remote customer service via phone, chat, or text and support customers in call‑center and distribution environments.
• Analyze and resolve customer issues, acting as a liaison between customers and production or distribution teams.
• Maintain detailed records of interactions, complaints, and resolutions; escalate issues when necessary.
• Monitor order status, communicate back‑order information, and ensure compliance with SLAs and operational KPIs.
• Participate in process‑improvement projects, identifying automation and workflow optimization opportunities.
• Compile and analyze data on customer interactions, sales trends, delivery issues, and product returns to enhance service quality.

Required profile

• Fluent in Cantonese and Mandarin, with strong written and verbal communication skills.
• Experience in customer service or order management, preferably in a call‑center or e‑commerce setting.
• Ability to handle complex orders, troubleshoot issues, and coordinate with internal departments.
• Detail‑oriented with excellent record‑keeping and documentation abilities.
• Proactive problem‑solver who can identify risks and implement timely resolutions.

Required skills