Sr. Associate Customer Service📣 Job Ad

About Alcon

Alcon is a global leader in eye care, committed to helping people see brilliantly through innovation and progress. The company operates in the eye care sector, focusing on meaningful work that impacts patients and customers worldwide. Alcon fosters an inclusive culture and seeks talented individuals to contribute to its mission.

Role Overview: Sr. Associate Customer Service

Alcon is seeking a Sr. Associate Customer Service to join the Customer Operations team in Jiddah, Makkah, Saudi Arabia. This full-time role is central to delivering an exceptional customer experience by managing order processing, handling customer inquiries, and providing operational support across Alcon's Vision Care and Surgical franchises. The Senior Associate will collaborate with customers, commercial teams, distributors, warehouse, finance, and supply chain partners to ensure efficient order-to-invoice execution and service excellence.

Key Responsibilities

• Manage customer orders received through multiple channels, including customer and government portals.
• Monitor and resolve issues related to orders, backorders, billing queries, returns, and disputes.
• Act as the primary liaison between customers and internal stakeholders to ensure timely resolution of issues.
• Manage Salesforce queues and ensure adherence to service level commitments.
• Prepare operational reports, dashboards, and performance updates.
• Support process improvement initiatives and system enhancements.
• Ensure compliance with quality, regulatory, and company standards.

Required Experience

Candidates for this position should possess 5 to 10 years of relevant experience in customer service, order management, or a similar operational support role. Experience in a fast-paced environment and familiarity with CRM systems like Salesforce are beneficial.

Work Type and Location

This is a full-time position based in Jiddah, Makkah, Saudi Arabia. The role requires on-site presence to effectively collaborate with the Customer Operations team and other partners.

Application Process

Interested candidates are encouraged to apply through the official channels. Further details regarding the application process will be provided upon inquiry.