Customer Service Executive

Lyreco Singapore Malaysia; Malaysia; On-site; MYR 39,000 - 61,000; Full time

Job summary

Lyreco Singapore Malaysia in Johor is seeking a Customer Service Executive to support customers via email, calls and chat in English, ensuring accurate product knowledge and high-quality service. You will manage orders, update SAP records, and coordinate with internal departments to resolve issues promptly.

The role requires a Diploma, SAP expertise, and at least 2 years in customer service, with strong English communication and MS Office skills.

Qualifications

• Diploma in any discipline is required.
• Excellent English written and verbal communication.
• Proficient SAP user with good MS Office skills.
• Minimum 2 years in a Customer Service/Call Centre environment (in English).

Responsibilities

• Handle customer inquiries via email, calls, and chat in English.
• Process, update and maintain customer records in SAP.
• Resolve queries, complaints, or escalations with timely follow-up.
• Take orders from customers and internal staff via phone, email, or live chat.
• Coordinate and manage escalations with relevant departments for timely resolution.

Skills

Communication skills

Customer service

English proficiency

Problem solving

Education

Diploma

Tools

SAP

Microsoft Office

Job description

## Customer Service ExecutiveApply: Johor: Full time: Posted Today: JR-1000031199Deliver 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**.