About The Role

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.

MINIMUM REQUIREMENTS AND 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 preferable in English .

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.
Perform any other ad-hoc duties assigned by 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