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 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.