Customer Service Executive

Lyreco Group; Johor; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading service company in Johor is seeking a customer service representative to handle inquiries, process orders, and resolve customer complaints. Candidates should have a minimum diploma, at least 2 years of experience in customer service or a call center environment, and proficiency in SAP and Microsoft Office. Strong communication skills in English are essential for this role. This position offers an opportunity to work in a dynamic environment focused on service quality.

Qualifications

• Minimum 2 years of experience in customer service or call center.
• High proficiency in SAP and Microsoft Office.
• Good communication skills with clarity and precision.

Responsibilities

• Answer incoming calls, emails, and chats from customers.
• Process and maintain customer accounts in the SAP system.
• Resolve queries and complaints from customers and employees.
• Process orders received via telephone and email.

Skills

Customer service skills

Communication skills

English proficiency

Education

Minimum Diploma in any field

Tools

SAP

Microsoft Office

Job description

To deliver high level of professional communication with customer accordingly to Company guidelines. Assist customer in their inquiries by giving professional knowledge and service in order to achieve specified productivity and quality service standards.

• Answer incoming calls, attend to emails and reply chats from customers regarding placing orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide accurate information.
• To process and maintain customers account and record accurately into the SAP system.
• To attend to and resolve queries/litigations from customers and internal employees; and closely follow-up till closure of case
• To receive and process orders from customers and internal employees via telephone and email and online ordering whenever necessary
• To handle escalation of any customer complain with respective inter-department effectively and in timely manner
• To process all daily tasks according to Lyreco standard and procedures. Highlight any change requested from inter-department to the management team for approval
• To take responsibilities towards work flow requirement (process flow)
• Able to understand customer expectation and response to the customer profesionally and efficiently
• All other adhoc reasonable assignment assigned to you from time to time by the management

Qualifications

• Minimum Diploma in any field
• SAP user , high proficiency in Microsoft Office
• Good written & spoken English skills
• Good Communication skills with clarity and precision
• Minimum 2 years experience working in the customer service or call center environment