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Customer Service Director

2 months ago

Johor Bahru, Johor, Malaysia Lyreco Singapore Malaysia Full time
Job Summary

We are seeking a highly skilled and experienced Customer Service Director to lead our customer-centric initiatives at Lyreco Singapore Malaysia. As a key member of our management team, you will be responsible for driving customer satisfaction, loyalty, and retention.

Key Responsibilities
  • Customer Centricity
    • Ensure that the customer is at the forefront of all our business decisions and operations.
    • Develop and implement a customer satisfaction survey process, collaborating with cross-functional teams to create action plans, KPIs, and regular measurement.
    • Analyze customer feedback to identify actionable insights and opportunities for improvement.
    • Contribute to the development of our customer service strategy and initiatives.
    • Maximize the effective use of technology to enhance customer experience while improving operational efficiency.
  • Team Development Function
    • Lead and motivate a high-performing team to achieve departmental performance goals and objectives.
    • Ensure that the performance of all team members is measured regularly and take appropriate actions to manage good and poor performance.
    • Implement regular team performance dialogs to build a motivated team capable of achieving individual and team KPIs.
    • Collaborate with cross-functional leaders to evolve strategy and resolve operational issues.
  • Functional
    • Develop and implement 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 foster a customer-centric culture.
    • Develop and manage the departmental operational budget according to company guidelines.
  • People Management Function
    • Oversee team performance and work closely with the P&C team in recruitment, training and development, leave and attendance, and employee relationship management.
    Requirements
    • University degree in a business discipline.
    • Excellent negotiation, organization, and interpersonal skills.
    • Highly proficient in MS Office and strong positive leadership skills.
    • Effective communicator with fluent oral and written English skills (Mandarin is an asset).
    • At least 3-5 years of experience in senior customer service management (experience with SAP and Zendesk is an advantage).
    • Track record of transforming internal cross-functional customer services processes.
    • Able to think strategically and be hands-on.
    • Creative and entrepreneurial mindset.
    • Enjoy working in a fast-paced environment.
    • Strong analytical skills and understanding of data.
    • Able to motivate, lead, and inspire.
    • Strong organizational and leadership skills.
    • Spirit of achievement and striving for better results compared to yesterday.
    • Ability to adapt to rapid changes in day-to-day work to meet market demand.