Client Success Manager

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.