This role involves managing and developing a regional customer service team, fostering a culture of excellent customer service, and ensuring performance
consistency across global print and digital supply chains while considering resources, staff well-being, and costs.
The incumbent will lead and optimize workflows and resources to meet key performance indicators (KPIs) and service level agreements (SLAs) within defined
budgeted cost efficiencies. S/he will also conduct regular meetings with internal stakeholders to gauge satisfaction with problem resolution and customer support
services.
The incumbent must effectively convey the Voice of the Customer in cross-divisional forums to drive continuous improvement and champion the implementation of
new standards and working practices. S/he will ensure that stakeholders recognize and appreciate the benefits of customer support capability and performance
improvements, emphasizing the delivery of scalable and cost-effective support.
About you:
The ideal candidate will possess:
Strong school education and University degree (preferably Master’s)
Over 5 years of proven leadership experience in Customer Service management including experience in a digital environment
Strong industry knowledge of customer service practices, as well as KPIs
Experience in delivering global work process improvement programs ideally within a Customer Services function.
Excellent decision making and interpersonal skills with ability to manage staff, including remote teams.
