This offer job is expired.

Customer Service Manager

Lyreco Group - Expires on Nov 04, 2014
  • Country
  • Location
  • Job Type
  • Experience
  • Eligibility
  • Thailand
  • Not specified
  • Permanent - Full Time
  • Not specified
  • Expat and local
Customer Service/ Account Management
Job Category

Job Description

  • 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.

Job Requirements

  • 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

About the recruiter

Lyreco Group

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. ...

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