Deliver highest standards of professional communication in line with company guidelines. Support customers by addressing their inquiries with accurate and latest 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.
- 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 highest-quality service.
- 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 Microsoft Office applications.
- Excellent written and verbal communication skills, with clarity, accuracy, and professionalism.
- Minimum 2 years of experience in a Customer Service or Call Centre environment.
