Principal accountabilities

• Effective leadership of Customer Services team
• Develop and implement Customer Service systems and processes
• Ensure the team meets departmental performance and individual KPIs while identifying business development opportunities
• Uphold productive relationships with both internal and external stakeholders
• Oversee effective budget management
• Recruit, develop, and manage talented staff to achieve optimal performance
• Managing cross functional projects

Requirements

• Degree/Diploma in Business Administration, Organisational Design, Operations Management, or a related field
• A minimum of 5 years’ experience managing a customer services team
• Customer service experience in a publishing environment (advantageous)
• Computer literate in MS suite
• Knowledge of SAP, Salesforce or other CRM systems

Attributes

• Strong leadership skills
• Strategic thinker
• Goal-oriented
• Pragmatic
• Organized
• Positive attitude
• Proactive
• Meticulous and strong attention to detail
• Openness to change
• Displays ethical behaviour
• Strong interpersonal skills
• Excellent verbal and written communication skills