Customer Service Supervisor

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.

Main Responsibilities
•    Ensure that customer service agent has excellent communication, problem solving, professional phone etiquette skills, and develop professional solutions to solve challenges from customers for achieving customer satisfaction throughout company policy.
•    Positively manage team’s performance to ensure effectiveness and efficiency of productivity are met.
•    Proactively provide supervision, guidance, and support to all team staffs and other related departments regarding operations, standardized procedures, and systems data.
•    Supervise customer service teams towards achieving goals and align your work to organizational strategies.
•    Develop customer service team and has effective development plan for each.
•    Intelligently drive, motivate, and improve team spirit in order to make CS a happy place to work.
•    Perform annual reviews, appraisals and performance management reviews for the customer service staff.
•    Recruit and train customer service staff to deliver excellent customer service.
•    To undertake such other duties as may reasonably be requested by a manager/supervisor.