Customer Service Executive

Role Overview

The Customer Service Executive is responsible for delivering outstanding support to Lapasar’s corporate customers by handling enquiries, resolving issues, and ensuring every interaction is managed professionally and efficiently.

You will work closely with Sales Operations, Account Management, Procurement, Vendor Management, Logistics, and Finance to resolve customer issues, provide timely updates, and ensure customer satisfaction.

The Customer Service Executive is expected to act as the voice of the customer internally, ensuring that issues are escalated appropriately and resolved within agreed service levels.

Success in this role is measured by customer satisfaction, response times, issue resolution, and customer retention.

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Key Responsibilities

Customer Support

• Serve as the first point of contact for customer enquiries via phone, email, live chat, and other communication channels.
• Respond to customer enquiries promptly, professionally, and accurately.
• Assist customers with order enquiries, product information, delivery updates, invoices, returns, and platform-related questions.
• Ensure every customer interaction is handled with empathy, professionalism, and urgency.

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Issue Resolution

• Investigate customer complaints and operational issues.
• Coordinate with Procurement, Vendor Management, Sales Operations, Logistics, Finance, and Account Management to resolve customer concerns.
• Ensure customer issues are resolved within agreed service level agreements (SLAs).
• Escalate complex issues promptly while maintaining ownership until resolution.
• Keep customers informed throughout the resolution process.

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Order & Delivery Support

• Provide customers with accurate updates on order status and delivery timelines.
• Assist customers with order modifications where applicable.
• Coordinate with internal teams to minimise delays and disruptions.
• Support customers with returns, replacements, damaged goods, missing items, and delivery discrepancies.
• Ensure completed cases are documented accurately.

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Customer Experience

• Build positive relationships with customers through excellent service.
• Ensure customers have a smooth and hassle-free procurement experience.
• Proactively follow up with customers on unresolved issues.
• Gather customer feedback and recommend improvements to enhance service quality.
• Identify recurring issues and suggest preventive solutions.

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Customer Retention

• Deliver a consistently high standard of service that strengthens customer loyalty.
• Work closely with Account Managers to support customer retention initiatives.
• Identify customers at risk of dissatisfaction and escalate concerns early.
• Contribute to improving overall customer experience across the marketplace.

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Documentation & Reporting

• Record all customer interactions accurately in internal systems.
• Maintain detailed case notes and issue histories.
• Track issue trends and recurring customer concerns.
• Prepare reports on customer service performance when required.
• Ensure compliance with company service standards and procedures.

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Continuous Improvement

• Identify opportunities to improve customer service processes.
• Contribute ideas to improve customer communication and operational workflows.
• Participate in training to enhance product knowledge and customer service skills.
• Support the implementation of new customer service initiatives and technologies.

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Key Performance Indicators (KPIs)

Customer Service

• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS)
• First Response Time
• Average Resolution Time
• First Contact Resolution Rate

Operational Performance

• SLA Compliance
• Case Resolution Rate
• Escalation Rate
• Case Backlog
• Customer Follow-up Compliance

Customer Retention

• Customer Retention Rate
• Customer Complaint Resolution Rate
• Repeat Complaint Rate
• Customer Feedback Score

Quality & Productivity

• Number of Cases Handled
• Quality Assurance Score
• Documentation Accuracy
• Customer Communication Quality

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Required Skills & Qualifications

• Diploma or Bachelor’s Degree in Business Administration, Customer Service, Communications, or a related field.
• 2–4 years of experience in Customer Service, Customer Support, Call Centre, Customer Success, or Operations.
• Strong verbal and written communication skills.
• Excellent problem-solving and conflict resolution abilities.
• Strong organisational and multitasking skills.
• Ability to remain calm and professional under pressure.
• High attention to detail and customer-focused mindset.
• Proficiency in Microsoft Office, CRM systems, helpdesk platforms, and customer service software.

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Preferred Experience

Experience in one or more of the following areas is highly desirable:

• B2B customer service
• Enterprise procurement
• eCommerce or marketplace operations
• Customer Success
• ERP systems
• CRM platforms
• Order management
• Supply chain or logistics support

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Core Competencies

• Customer-centric mindset
• Communication skills
• Problem solving
• Conflict resolution
• Empathy and professionalism
• Attention to detail
• Time management
• Accountability and ownership
• Collaboration
• Adaptability
• Organisational skills
• Results-driven execution

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What Success Looks Like

A successful Customer Service Executive at Lapasar:

• Responds quickly and professionally to every customer enquiry.
• Resolves customer issues efficiently while maintaining a positive customer experience.
• Coordinates effectively with internal departments to ensure timely resolution of operational issues.
• Keeps customers informed with accurate and proactive communication throughout the order lifecycle.
• Maintains high customer satisfaction through responsiveness, ownership, and professionalism.
• Identifies opportunities to improve customer service processes and reduce recurring issues.
• Builds trust and confidence with customers, contributing to long-term retention and loyalty.

This role is essential to delivering Lapasar’s commitment to exceptional customer service. The Customer Service Executive ensures that every customer receives timely support, every issue is resolved with urgency and accountability, and every interaction reinforces Lapasar’s reputation as a trusted procurement partner.