Assistant Customer Service Manager
ABOUT YOUR ROLE:
You will supervise the day-to-day activities of the Customer Service Team. You will be responsible for process improvement and digitalisation of the existing processes.
YOUR RESPONSIBILITIES WILL INCLUDE:
Leadership and Communication
Leading & Directing a Team: Set daily priorities, delegate tasks effectively, and maintain high compliance standards across customer service operations while fostering accountability and active collaboration.
Team Development & Coaching: Actively mentor front-line support representatives, conduct regular 1-on-1 feedback sessions, and create clear professional growth paths to boost retention and skill levels.
Monitor and evaluate team members, and adjust training where needed.
Responsible for training and development of subordinate staff, estimating personnel needs, assigning work, meeting completion dates, interpreting and ensuring consistent application of organizational policies.
Act as a team role model and change-agent.
Positively lead and influence team members to partner together to achieve individual and business goals in accordance to Avery Dennison’s Business Conduct Guidelines.
Support the Sales Team to achieve sales goals by helping in administrative tasks or customer enquiries.
Coordinates and supervises the daily activities of the team and responsible for team leadership and tasks such as: attendance/vacation schedule, training coaching and development.
Evaluate the effectiveness of customer service operations. Coordinate customer service function with other departments in a process driven and business compliant manner.
Proactively communicate supply chain issues and provide alternatives.
Provide responsive order management support including order entry, or expediting and shipment information to customers.
Ensures team compliance with established procedures and maintain effective indent inventory management
Driving Digitization Initiatives
Actively promote and support customers to use My AD Portal.
Optimise customers’ adoption rate and achieve KPI
Compiling feedback on issues, convert into opportunity for enhancements with CX team
Customer Experience Enhancement
Identify VOC (Voice of Customer), customer concerns, investigate and resolve problems, and respond to customer inquiries.
Oversee and conduct assessments of customer needs
Champion customer needs and follow-up on customer inquiries
Maintain high levels of communication within the customer service team.
Actively participate in training to expand technical skills and improve services provided to customers.
Maintain a strong database of potential customers by taking proactive steps to engage with them.
Main contact with customers via different communication channels (Phone, Email, Social Media, Chat Applications)
Take proactive steps to maintain positive customer experiences.
Recommend corrective services to adjust customer complaints.
Any other duties and responsibilities that may be assigned to you by the management from time to time
Process Improvement
Develop, recommend, and coordinate the implementation of new procedures.
Communicate, implement and interpret customer service policies and procedures.
Attend meetings for process improvements
Other admin / non-direct sales tasks as required.
Diploma or Bachelor’s Degree in any related fields
10+ years experience in B2B customer service in multinational companies;
Experience in leading a team is a must.
Strong written, verbal communication skills across levels and multiple functions in the organization
Extensive experience in gathering and interpreting customer experience information.
Ability to multi-task and use the information provided by customers to tailor responses and actions to meet specific needs.
Excellent verbal and written communication skills in English
Excellent collaboration and problem solving skills
Solid knowledge of online customer engagement platforms and channels.
Proficiency in MS Office
AVERY DENNISON IS AN EQUAL OPPORTUNITIES EMPLOYER.