About the Client:Started in 2013 by CEO Carmen Booth and Managing Director Jamie Booth with a vision to provide businesses from all around the world with their own full-time, first-rate offshore team in the Philippines.
Our smart tailored outsourcing and HR solutions deliver high-quality results with reduced operating costs for companies of all sizes across a wide range of industries.
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 top-line revenue generated by campaign as forecasted, gross margin % month-on-month 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.
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 day-to-day 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 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)
Great Place to Work-Certified Company
Premium HMO
Holistic employee experience
Rewards and incentives
Monthly engagement activities
Career advancement opportunities
Paid referral program
Job Type: Full-time
Pay: Php60,
- 00 - Php65,000.00 per month
Benefits: - Company events
Health insuranceSchedule:Supplemental Pay: Performance bonus
Application Question(s):
- Have you held a leadership role before If so, please provide examples of your leadership experience and your responsibilities.
Are you Six Sigma Greenbelt certified- Are you willing to handle clients based in the US during night shifts
Are you willing to report onsite to either BGC or Makati locations
Experience:
* customer-facing roles: 5 years (Required)
