Customer Services Operations Specialist (Chinese-speaking)

    • Kuala Lumpur, Malaysia

Job Description
This role is responsible for performing advanced OTI administration and troubleshooting, reporting & analytics, and any other support functions required by customer service in APAC wide, including countries of XXX; He/She provides technical/business process interface between business team and ERP colleagues and fostering opportunities for process improvements.

• Reporting and analytics
• Management & resolution of Blocked Orders
• Management & resolution of Incomplete Orders
• Billing Administration piece to ensure orders are invoiced, - VXF3, VF04 and V23
• Table Maintenance - Listing/exclusions, CMIR, Output table, License restrictions, etc
• Triaging issues, addressing process questionswith CS associates and liaising with COE.
• Engaging in testing for enhancement requests, process improvements as well as when large roll-outs occur.
• Creating end user training or work instructions for enhancements and process chang-es/improvements.
• Provide back-up for iDOC monitoring and supporting the resolution of OTI iDOC errors.

Minimum requirements
• Bachelors degree in related filed such as Information Technology or relevant diploma
• Fluency in English and Chinese (Written and Spoken), so as to handle Chinese-speaking end users
• > 5 years experience as a Customer Support Specialist or similar CS role
• Familiarity with SAP modules is a plus
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases
• Good prioritization & organization skills
• Results driven & team player
• Self-motivated
• Proactive
• Customer / Quality Focus
• Ability to work on shift

Alcon gives and sustains the gift of vision by leading global innovation across pharmaceutical, surgical, and everyday eye care in an effort to discover new ways to enhance sight.

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