Client Success Manager

Legazpi City - Philippines

Monthly Salary: Not Disclosed

Posted on: 3 hours ago

Vacancies: 1 Vacancy

Job Summary

Work Setup: Onsite (Legaspi Albay)

Work Schedule: Flexible

Experience & Qualifications

Minimum 3 to 5 years of experience managing multiple customer service teams of 5 to 10 agents with 7 to 10 years recent BPO experience
Experience dealing with Australian or American clients is desirable but not required.
Strong leadership communication and stakeholder management skills.
Proven ability to analyze service metrics identify improvement areas and implement performance-enhancing strategies.
Excellent problem-solving skills and the ability to manage and resolve complex customer concerns.
Ability to work collaboratively across departments and build strong working relationships.

Key Responsibilities

Lead and manage the customer service teams providing ongoing coaching training and performance support to ensure service standards and goals are consistently met.
Oversee stakeholder management maintaining strong relationships with internal and external stakeholders to ensure seamless communication and service delivery.
Develop implement and maintain customer service policies and procedures to promote consistent high-quality service across all channels.
Identify evaluate and introduce new customer service methods tools and strategies that enhance efficiency and elevate the customer experience.
Handle and resolve complex customer inquiries and complaints ensuring timely effective and satisfactory outcomes.
Monitor and analyze customer service metrics and KPIs identifying trends gaps and opportunities for continuous improvement.
Collaborate cross-functionally with other departments to resolve issues support operational needs and enhance overall customer satisfaction.
Foster a positive collaborative and high-performing team culture that encourages open communication teamwork and accountability.
Train upskill and develop customer service representatives to ensure they have the skills tools and knowledge needed to excel in their roles.
Stay updated on customer service trends technologies and best practices integrating relevant improvements into processes and operations.

Work Setup: Onsite (Legaspi Albay) Work Schedule: FlexibleExperience & Qualifications Minimum 3 to 5 years of experience managing multiple customer service teams of 5 to 10 agents with 7 to 10 years recent BPO experienceExperience dealing with Australian or American clients is desirable but not requ...

Work Setup: Onsite (Legaspi Albay)

Work Schedule: Flexible

Experience & Qualifications

Minimum 3 to 5 years of experience managing multiple customer service teams of 5 to 10 agents with 7 to 10 years recent BPO experience
Experience dealing with Australian or American clients is desirable but not required.
Strong leadership communication and stakeholder management skills.
Proven ability to analyze service metrics identify improvement areas and implement performance-enhancing strategies.
Excellent problem-solving skills and the ability to manage and resolve complex customer concerns.
Ability to work collaboratively across departments and build strong working relationships.

Key Responsibilities

Lead and manage the customer service teams providing ongoing coaching training and performance support to ensure service standards and goals are consistently met.
Oversee stakeholder management maintaining strong relationships with internal and external stakeholders to ensure seamless communication and service delivery.
Develop implement and maintain customer service policies and procedures to promote consistent high-quality service across all channels.
Identify evaluate and introduce new customer service methods tools and strategies that enhance efficiency and elevate the customer experience.
Handle and resolve complex customer inquiries and complaints ensuring timely effective and satisfactory outcomes.
Monitor and analyze customer service metrics and KPIs identifying trends gaps and opportunities for continuous improvement.
Collaborate cross-functionally with other departments to resolve issues support operational needs and enhance overall customer satisfaction.
Foster a positive collaborative and high-performing team culture that encourages open communication teamwork and accountability.
Train upskill and develop customer service representatives to ensure they have the skills tools and knowledge needed to excel in their roles.
Stay updated on customer service trends technologies and best practices integrating relevant improvements into processes and operations.