Customer Service Executive

Lyreco Singapore Malaysia; Johor; On-site; MYR 45,000 - 67,000; Full time

Job summary

Lyreco Singapore Malaysia is looking for a customer service professional to manage calls, emails and chats, delivering accurate information per guidelines.

The role requires SAP and MS Office proficiency, strong written/spoken English, and at least 2 years in a customer service or call center environment. You will process orders and resolve inquiries with professionalism and timely follow-up.

Qualifications

• Minimum Diploma in any field.
• SAP user and high proficiency in Microsoft Office.
• Good written & spoken English skills and clear communication.
• Minimum 2 years experience in customer service or call center.

Responsibilities

• Answer incoming calls, emails and chats from customers regarding orders and inquiries with accurate information.
• Process and maintain customer accounts and records into the SAP system.
• Attend to and resolve queries from customers and internal employees; follow up until case closure.
• Receive and process orders via telephone, email, and online ordering when needed.
• Escalate complaints to the appropriate department and ensure timely resolution.
• Follow Lyreco procedures; raise changes to management for approval.
• Take responsibility for workflow requirements and professional customer responses.
• Handle adhoc assignments as requested by management.

Skills

Written & spoken English

Communication skills

Education

Diploma

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