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Customer Service Executive
Job summary
A leading customer service provider is seeking a Customer Experience Executive in Malaysia to deliver high-level professional communication with customers. This role involves answering calls and emails, maintaining customer accounts in SAP, and resolving queries effectively. The ideal candidate should possess a diploma, have at least 2 years of experience in a customer service environment, and be proficient in Microsoft Office and SAP. This position offers remote working options.
Qualifications
- Minimum 2 years of experience in customer service or a call center environment.
- High proficiency in Microsoft Office and SAP.
- Excellent written and spoken English communication skills.
Responsibilities
- Answer incoming calls, emails, and chats regarding orders and inquiries.
- Process and maintain accurate customer accounts in the SAP system.
- Resolve customer queries and follow up until closure.
Skills
Education
To deliver a high level of professional communication with customers in accordance with company guidelines and assist customers with their inquiries by providing professional knowledge and service to achieve specified productivity and quality service standards.
- Answer incoming calls, attend to emails and reply chats from customers regarding placing orders, answering inquiries and questions, handling complaints, troubleshooting problems and providing accurate information.
- Process and maintain customer accounts and records accurately in the SAP system.
- Attend to and resolve queries/litigations from customers and internal employees, and closely follow up until closure of the case.
- Receive and process orders from customers and internal employees via telephone and email and online ordering whenever necessary.
- Handle escalation of any customer complaints with respective inter-department effectively and in a timely manner.
- Process all daily tasks according to Lyreco standard and procedures; highlight any changes requested from inter-department to the management team for approval.
- Take responsibilities towards workflow requirement (process flow).
- Understand customer expectations and respond to the customer professionally and efficiently.
- Perform all other ad hoc reasonable assignments assigned from time to time by management.
- 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.
Lain-lain
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* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.