At Lyreco, we believe in working together for tomorrow, which means constantly looking to innovate and evolve so that our employees, customers and business continue to grow and develop. We believe in a culture that values our employees and inspires them to be the best they can be and our core values of passion, excellence, respect and agility play a key part in this. Through a perfect blend of people, technology and our corporate social responsibility strategy, our future looks bright.

Job Description

Main Responsibilities

• Ensure that customer service team has excellent communication, problem solving, professional phone etiquette skills, and develop professional solutions to solve challenges from customers for achieving customer satisfaction throughout company policy.

• Positively manage team's performance to ensure effectiveness and efficiency of productivity are met.

• Proactively provide supervision, guidance, and support to all team staffs and other related departments regarding operations, standardized procedures, and systems data.

• Supervise customer service teams towards achieving goals and align your work to organizational strategies.

• Develop customer service team and has effective development plan for each.

• Intelligently drive, motivate, and improve team spirit in order to make CS a happy place to work.

• Perform annual reviews, appraisals and performance management reviews for the customer service staff.

• Recruit and train customer service staff to deliver excellent customer service.

• To undertake such other duties as may reasonably be requested by a manager/supervisor.

Qualifications

• Bachelor's Degree or higher in related field.

• Male or female who is passionate about serving excellent customer service.

• Excellent communication skills for both verbal and nonverbal.

• 3-5 years experienced in leading and managing team in customer service field.

• Ability to take initiative to provide effective solutions to solve daily challenges.

• Ability to prioritize, multi task and work well under high pressure, tight timeline and result-driven environment.

• Ability to create trust and respect among team.

• Proactive and positive can-do attitude.

• Excellent interpersonal skill.

• Experience in using Workforce, SAP, CRM, Zendesk or Genesys would be advantage.

• Good computer skills (Ms.office especially Excel)