Customer Service Executive

Lyreco Group; Johor; On-site; MYR 36,000 - 48,000; Full time

Job summary

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

You will process orders, update SAP customer records, and resolve escalations with a focus on English communication and timely closure. Weekend trainings may be required.

Qualifications

• Minimum Diploma qualification in any discipline.
• Proficient SAP user with strong working knowledge of Microsoft Office applications.
• Excellent English written and 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.

Responsibilities

• Handle incoming customer communications via phone, email, and live chat in English.
• Process, update, and maintain customer records in SAP.
• Resolve queries, complaints, or litigations from customers and internal stakeholders with follow-up until closure in English.
• Receive and process orders via telephone, email, and live chat platforms in English.
• Coordinate and manage customer complaint escalations with relevant departments to ensure timely resolution.
• Perform daily operational tasks in line with Lyreco standards, policies and procedures.
• Highlight change requests from inter-departments to management for review and approval.
• Own assigned workflow and process flows to ensure smooth operations.
• Respond professionally to customer expectations to deliver high-quality service in English.
• Rotational work schedule during Malaysian public holidays to support Singapore market; training may occur on weekends.
• Perform ad-hoc duties as assigned by management.

Skills

SAP

MS Office

English communication

Customer service

Education

Diploma

Tools

SAP

MS 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 elevate 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.