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.

 

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.

• 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 Requirements & Qualifications

• 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.