Manage the call center receiving customer orders and enquiries to ensure total customer satisfaction whilst achieving quality and productivity KPIs for CS.
As a member of the Senior Management Team to take responsibility for a key customer facing department
Managing a team of Customer Service Officers handling both internal and externaltelephone and fax enquiries
Ensuring that all customer enquiries and orders are handled effectively providing consistent first class support to both customers and sales department.
Achieving maximum productivity, service quality, and staff motivation whilst ensuring standards and procedures are being followed.
Managing a team of Telemarketing Officers calling existing customers and handling enquiries.
Monitor attendance records and forecasting / planning for activity fluctuation to ensure trained staff are always in sufficient numbers to maintain service levels.
Optimize productivity of the staff, and drive ongoing service improvement.
Be part of the annual budgeting process and submit monthly reports.
Liaising with internal departments, especially, sales, marketing, replenishment and quality
Developing team members further by actively coach individuals and working onsuccession planning.
Proven track record in Call Center and people management.
Excellent interpersonal skills, a readiness to tackle issues and difficult people and the drive and determination to motivate the staff to give the customer an excellent customer experience every time.
Ability to empathize with customers whilst retaining sound commercial judgment.
Ability to multi task and effectively prioritize workload where appropriate.
Strong analytic skills, ability to interpret numbers quickly and act upon them.
Fluent English, written and spoken with excellent written and verbal communication skills.
Passion for excellent customer service.
SAP knowledge is a plus
Active in 45 countries on 5 continents, with a staff of more than 10000 employees Lyreco Group is the European leader in B to B distribution of office supplies. ...