Job Description
To deliver high level of professional communication with customer accordingly to Company guidelines. Assist customer in their inquiries by giving professional knowledge and service in order to achieve specified productivity and quality service standards.
Answer incoming calls, attend to emails and reply chats from customers regarding placing orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide accurate information.
To process and maintain customers account and record accurately into the SAP system.
To attend to and resolve queries/litigations from customers and internal employees; and closely follow-up till closure of case
To receive and process orders from customers and internal employees via telephone and email and online ordering whenever necessary
To handle escalation of any customer complain with respective inter-department effectively and in timely manner
To process all daily tasks according to Lyreco standard and procedures. Highlight any change requested from inter-department to the management team for approval
To take responsibilities towards work flow requirement (process flow)
Able to understand customer expectation and response to the customer professionally and efficiently
All other adhoc reasonable assignment assigned to you from time to time by the management
Minimum Diploma in any field
SAP user , high proficiency in Microsoft Office
Good written and communication skills with clarity and precision
Minimum 2 years experience working in the customer service or call centre environment
