Job Description

As Customer Service Director, you will be responsible of ensuring that Lyreco provides advice and support to customers all along their journey with Lyreco, to on-board them, improve their satisfaction, loyalty and repurchase intention with Lyreco: Create a strong emotional attachment to Lyreco. You will be a member of the management team of the subsidiary.Customer Centricity

• Ensure the customer is at the center of everything we do.
• Leading company customer satisfaction survey process, collaborate with cross functions to create actions plans, KPIs and regular measurement.
• Lead analytics across the customer feedback to identify actionable insight and opportunities
• Contribute to the on-going development of Customer Service strategy and initiatives
• Maximize appropriate use of technology to improve customer experience while improving efficiency

Team Development Function

• Effective people management and strong coaching skill to lead and motivate team to achieve department performance goal and objective
• To ensure performance of all subordinates is measured regularly and appropriate actions taken to manage good and poor performance effectively
• Implement monthly team members performance dialog; build a motivated team whom are able to strive to achieve their individual & team KPI set
• Work closely with respective cross functional leaders in evolving strategy and resolving operational issue arise at the management level

Functional

• Drive development and implementation of customer service policies and procedures to maximize operational efficiency and profitability
• Ensure excellent internal communication with business units and within the Customer service team to help foster a customer-centric culture
• Develop and manage departmental operational budget according to the guideline provided

People Management Function

• Fully responsible in team performance. Work closely with P&C team in recruitment, training & development, leave & attendance and employee relationship management of individual team members.

Candidate Qualification & Characteristic

• Preferably with a university degree in business discipline.
• Good negotiation, organization and interpersonal skills, highly proficient in MS Office, and strong positive leadership skills
• Effective communicator. Fluent in oral and written English. (Mandarin is a plus)
• At least 3-5 years of working experience in Senior Customer Service Management ( Experience in handling SAP, Zendesk is a plus)
• Track record of transforming internal cross functional customer services processes.
• Able to think strategically and to be hands-on.
• Creative & Entrepreneurial mindset
• Enjoy working in fast paced environment
• Strong analytical skills and data understanding.
• Able to motivate, lead and inspire. Strong organizational and leadership skills.
• Spirit of achieve and strive for producing better result compare to yesterday.
• Ability to move with times, and adapt rapid changes in day to day work in meeting the market demand

Lyreco