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Customer Service Manager

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.

Customer Centricity 

  • Ensure the customer is at the centre of everything we do. 
  • Leading company customer satisfaction survey process and provide strong customer feedback analysis from the survey to all department 
  • 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

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


  • Drive the development and implementation of policies and procedures throughout customer service 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 
  • All other adhoc reasonable assignment assigned to you from time to time 


  • Preferably with a university degree in business discipline.  
  • Good negotiation, organization and interpersonal skills, highly proficient in MS Office, a positive leadership skills 
  • Effective communicator. Fluent in oral and written English. 
  • Enjoy handle new experience in work-related tasks given 
  • 5 years managerial experience in leading minimum 5 direct report
  • Preferably candidate with Genesys & Zendesk experience.

Only fully vaccinated candidate eligible to work in Malaysia will be consider