Customer Service Executive

lyreco; Johor; On-site; MYR 32,000 - 52,000; Full time

Job summary

Lyreco Malaysia in Johor is seeking a Customer Service Executive to handle inquiries via email, phone, and live chat, ensuring accurate product knowledge and high-quality service.

You will process orders in SAP, maintain customer records, and coordinate with internal teams to resolve issues promptly, with weekend training as needed and participation in rotating public-holiday coverage for Singapore market.

Qualifications

• Diploma qualification in any discipline.
• Proficient SAP user with strong MS Office skills.
• Excellent English written and verbal communication.
• Minimum 2 years of experience in Customer Service/Call Centre in English.

Responsibilities

• Handle incoming customer communications via phone, email, and live chat in English.
• Process, update, and maintain customer accounts in the SAP system.
• Resolve queries, complaints, or litigations with follow-up until closure in English.
• Receive and process orders via telephone, email, or online platforms in English.
• Coordinate and manage customer complaint escalations with inter-departments.
• Perform daily operational tasks in line with Lyreco standards and procedures.
• Highlight and escalate change requests to management for review and approval.
• Own assigned workflow and ensure smooth operations.
• Respond professionally to meet customer expectations and deliver high-quality service.

Skills

English proficiency

Customer service

Communication skills

Education

Diploma

Tools

SAP

Microsoft Office

Job description

Deliver highest standards of professional communication in line with company guidelines. Support customers by addressing their inquiries via email/calls/chat with accurate product knowledge and quality service, ensuring consistent achievement of defined productivity and service quality standards.

KEY RESPONSIBILITIES

• Handle incoming customer communications, including phone calls, emails, and live chats, related to order placement, inquiries, complaints, and troubleshooting, ensuring accurate and timely information is provided in English.
• Process, update, and maintain customer accounts and records accurately in the SAP system.
• Manage and resolve queries, complaints, or litigations from both customers and internal stakeholders, ensuring close follow-up until full case closure in English.
• Receive and process orders from customers and internal employees in English via telephone calls, email, and live chat online ordering platforms as required.
• Coordinate and manage customer complaint escalations effectively in English with relevant inter-departments, ensuring timely resolution.
• Execute daily operational tasks in compliance with Lyreco standards, policies, and procedures.
• Highlight and escalate any change requests from inter-departments to the management team for review and approval.
• Take ownership of assigned workflow and process flow responsibilities to ensure smooth operations.
• Understand customer expectations and respond professionally, efficiently, and courteously to deliver Highest-quality service, in English.
• To ensure continuity of operations, a rotational work schedule shall be implemented during Malaysian public holidays to provide uninterrupted support to the Singapore market.
• Training will be held over weekends, when required.
• Perform any other ad-hoc duties assigned by management.

MINIMUM REQUIREMENTS AND QUALIFICATIONS

• Minimum Diploma qualification in any discipline.
• Proficient SAP user with strong working knowledge of good Microsoft Office applications .
• Excellent English Written and English Verbal communication skills , with clarity, accuracy, and professionalism.
• Minimum 2 years of experience in a Customer Service/Customer Care or Call Centre environment in English .