Client Services Mana....
Client Services Manager Code BPRCCSM
Posted on :
15-04-2024
Employer Active
1 Vacancy
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Jobs by Experience
5years
Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
15-04-2024
Job Description
Req ID : 2718976
Job Summary
The Client Services Manager (CSM) acts as a bridge between our organization and clients. The CSM ensures that our clients receive exceptional service. The CSM takes full responsibility of arising client issues and offer recommendations and/or solutions useful in addressing such problems. The CSM is expected to achieve annual topline revenue generated by campaign as forecasted gross margin % monthonmonth as forecasted. Key performance indicators include client satisfaction growth and margins. As needed the CSM may lead contract negotiations and amendments during the life cycle of the contract and provide actionable feedback for improvement/course correction internally and externally.
Role Responsibilities
- Interact with clients and build relationships with them while ensuring their needs are being met to ensure good client relationship
- Ensure compliance rules and execution of contract agreements
- Ensure effective client onboarding implementation of all projects
- Communicate with clients to identify their preferences and facilitate the process to meet their needs and expectations
- Provide clients with regular update and periodic statements to keep them abreast on changes in trends
- Provide recommendation to improve client operations and increase company profit
- Provide regular reporting and join business reviews with the clients and senior management
- Maintain processes according to required standards and maintain consistency in same
- Administer all operating data and transactions for various billings and assist in efficient renewals
- Carry out surveys and research to evaluate customer satisfaction level and discover better techniques for ensuring a satisfied customer base
- Act as first escalation to address daytoday issues and escalations that impact client operations and relations
- Handle and resolve escalated concerns from clients
- Help oversee development of staff by assessing competencies and recommend training and discuss career planning
- Implement employee engagement rewards and recognition activities to drive performance illicit employee satisfaction and mitigate attrition
- Work and collaborate with support functions other departments vendors and partners to develop tactical and operational initiatives
- Achieve budgetary measurements
- Provide excellent customer service to clients
- Conduct Performance Management as necessary
- Ensure that all customer and client complaints/discrepancies received are logged and properly investigated
- Ensure achievement of targets and adherence to Service Level Agreement (SLA) specified in the client agreement
- Maintain CRM up to date
- Adhoc tasks as required
Requirements
- 5 years prior experience in customer facing roles
- Proven experience in a leadership role is required
- Excellent communication skills and the ability to anticipate the needs of customers
- Must demonstrate strong analytical thinking skills Should possess strong problemsolving skills and the ability to make sound judgment calls
- Superior organizational and time management skills
- Knowledge of customer service programs and databases or the ability to learn new software quickly Innovative creative thinking skills to ensure the organization is providing a cuttingedge client experience
- Six Sigma Greenbel
- Must be willing to handle clients in the US following the night shift
- Must be willing to report onsite (BGC and Makati)
Benefits
WHAT WE OFFER:
Great Place to WorkCertified Company
Premium HMO
Holistic employee experience
Rewards and incentives
Monthly engagement activities
Career advancement opportunities
Paid referral program
5+ years prior experience in customer facing roles Proven experience in a leadership role is required Excellent communication skills and the ability to anticipate the needs of customers Must demonstrate strong analytical thinking skills Should possess strong problem-solving skills and the ability to make sound judgment calls Superior organizational and time management skills Knowledge of customer service programs and databases, or the ability to learn new software quickly Innovative, creative thinking skills to ensure the organization is providing a cutting-edge client experience Six Sigma Greenbel Must be willing to handle clients in the US, following the night shift Must be willing to report onsite (BGC and Makati)
Employment Type
Full Time
Key Skills
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