Customer Service Supervisor – Order Management (HK & KR)

About the role

As a Customer Service Supervisor for Order Management covering Hong Kong and Korea, you will lead a team that delivers pre‑sale and post‑sale support to both business and consumer customers. You will ensure seamless order processing, shipping, and returns while maintaining high levels of customer satisfaction.

Key responsibilities

• Provide remote assistance via phone, online chat, or text, and in‑person support at call centres and distribution/repair locations.
• Analyze and resolve customer issues, acting as a liaison between customers and production or distribution teams.
• Receive, record, and address customer complaints, proactively managing dissatisfaction to retain loyalty.
• Escalate or redirect complex cases to appropriate departments to meet service standards.
• Supervise and improve processes related to order entry, shipping, and returns, handling complex orders and delivery challenges.
• Maintain up‑to‑date information on product availability, delivery dates, and price changes in internal systems.
• Collaborate with internal departments to ensure smooth operations and accurate order fulfillment.
• Collect and analyse data on customer interactions, sales trends, complaints, delivery issues and product returns to drive service improvements.

Required profile

• Strong customer‑focused mindset with the ability to understand and anticipate client needs.
• Experience in managing order processing, shipping, and return workflows.
• Excellent communication skills for interacting with sales teams, customers, and internal stakeholders.
• Ability to lead and motivate a team in a fast‑paced environment.
• Proactive problem‑solving attitude and attention to detail.

Required skills

What we offer

• Opportunity to work for a global eye‑care leader with a strong commitment to innovation and inclusion.
• Career development within Alcon’s Sales & Sales Support function.
• Collaborative environment focused on improving global eye health.