Deliver a high standard of professional communication with customers in accordance with company guidelines. Assist customers with their inquiries by providing accurate product knowledge and quality service to consistently meet defined productivity and service quality standards.
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.
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.
Receive and process orders from customers and internal employees via telephone, email, and online ordering platforms as required.
Coordinate and manage customer complaint escalations effectively 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 high-quality service.
Perform any other reasonable ad-hoc duties assigned by management from time to time.
Minimum Diploma qualification in any discipline.
Proficient SAP user with strong working knowledge of Microsoft Office applications
Excellent written and verbal communication skills, with clarity, accuracy, and professionalism.
At least 2 years of experience in a customer service or call centre environment
The Lyreco Group is the European leader and the third largest distributor of workplace products and services in the world. A privately-owned company since 1926, Lyreco is now present in 25 countries with 13 partners in 15 additional countries, operating in 40 different countries across the globe.
A global workplace solutions company with 10,000+ employees, Lyreco’s mission is to delivery sustainably, what any workplace needs, so its people can focus on what matters most. We are pioneers, today and tomorrow, in delivering what any workplace needs, from workplace products, to services, anywhere you work. We are active in the areas of office supplies, print services and consumables, PPE and safety solutions, coffee and catering, hygiene and cleaning, furniture and ergonomics solutions, and wellbeing services.
With our core values of excellence, passion respect, and agility driving every decision, and a perfect blend of people, technology, and our corporate social responsibility strategy, we aim to deliver a great working day for our people and our customers. We strive for perfection in everything we do, and we really care for our customers. We believe in trust, respect and ethical behaviour, and we remain agile with our ability to anticipate, innovate and adapt to change.
To learn more about Lyreco – check out our website.
