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.