Customer Service Executive

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 .