Senior Customer Service Specialist – Saudi Arabia

About the role

Alcon is seeking a Senior Customer Service Specialist to join its Customer Operations team in Saudi Arabia. You will be responsible for delivering an exceptional experience to customers across Vision Care and Surgical franchises by managing order processing, inquiries, and operational support.

Key responsibilities

• Process customer orders through multiple channels, including customer and government portals.
• Monitor and resolve order issues, back‑orders, billing queries, returns and disputes.
• Act as the primary liaison between customers and internal teams such as commercial, distribution, warehouse, finance and supply chain.
• Manage Salesforce queues and ensure service‑level commitments are met.
• Prepare operational reports, dashboards and performance updates.
• Support process‑improvement initiatives and system enhancements.
• Maintain compliance with quality, regulatory and company standards.

Required profile

• Relevant tertiary qualification or equivalent experience.
• 3+ years of experience in Customer Service, Customer Operations or Order Management, preferably in FMCG, Healthcare, Pharmaceutical or Medical Device sectors.
• Fluency in English and Arabic.
• Strong communication, problem‑solving and independent‑working abilities.
• High attention to detail, ownership mindset and collaborative attitude.

Required skills

• SAP knowledge, especially Order‑to‑Invoice (OTI) processes.
• Advanced Excel and Microsoft Office proficiency.
• Experience with Salesforce and other CRM or case‑management systems.

What we offer

• Opportunity to impact customer satisfaction and patient outcomes.
• Collaborative environment focused on continuous improvement.
• Professional development within a global healthcare leader.