Client Services Manager

Redial BPO; Mexicali; Presencial; MXN 240.000 - 360.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary and benefits

Career growth opportunities

Collaborative work environment

Award-winning company

Descripción de la vacante

Redial BPO is seeking a Client Experience Executive for our call center in Mexicali. This role serves as the primary point of contact for clients, ensuring timely communication and coordinating with operations to improve service delivery and overall client satisfaction.

Responsibilities include managing relationships, coordinating with internal teams, and reporting on client performance. A business-focused degree is preferred, with 2–3+ years in client-facing roles and 6 months in a Call Center

Formación

• 2-3+ years in a client-facing role, preferably in a BPO or call center.
• Experience as a Call Center Operations Manager (6 months).

Responsabilidades

• Client Relationship Management: Build and maintain strong, long-term client relationships; act as the main point of contact for inquiries, concerns, and feedback.
• Operational Coordination: Communicate client agreements to internal teams; coordinate action plans to improve service delivery.
• Communication & Reporting: Provide timely information to clients and stakeholders; prepare reports on client performance and satisfaction.
• Problem Solving: Proactively identify and resolve client issues, escalate complex matters when needed.
• Process Improvement: Collaborate with Operations, QA, Training to enhance customer experience and streamline processes.

Conocimientos

Excellent communication

Negotiation skills

Problem solving

Analytical skills

MS Office & CRM

Educación

Business Administration degree

Herramientas

CRM software

MS Office Suite

Descripción del empleo

Client Experience Executive - Call Center

Schedule:

Monday to Friday, with schedule availability.

Job Objective:

The Client Experience Executive at Redial BPO serves as a crucial intermediary and primary point of contact for our clients. This role is responsible for fostering strong client relationships, ensuring timely communication, and coordinating with operational and administrative teams to achieve and improve service delivery processes and overall client satisfaction.

Key Responsibilities:

• Client Relationship Management: Build and maintain strong, long-term client relationships. Act as the main point of contact for all inquiries, concerns, and feedback.
• Operational Coordination: Ensure clear communication of client agreements to internal teams. Coordinate action plans to address client needs and improve service delivery.
• Communication & Reporting: Provide timely and clear information to clients and internal stakeholders. Prepare and present reports on client performance and satisfaction.
• Problem Solving: Proactively identify and resolve client issues, escalating complex matters when necessary.
• Process Improvement: Collaborate with internal teams (Operations, QA, Training) to enhance customer experience and streamline processes.

Qualifications:

• Experience: 2-3+ years in a client-facing role, preferably in a BPO or call center. Experience as a Call Center Operations Manager (6 months).
• Skills: Exceptional communication (verbal and written), strong negotiation, problem-solving, and analytical skills. Proficient in MS Office Suite and CRM software.
• Attributes: Highly organized, detail-oriented, customer-centric, and able to thrive in a fast-paced environment.
• Education: Business Administration degree or similar (Preferable)

Skills:

• Great communication and interpersonal skills (verbal and written).
• Strong negotiation and conflict resolution abilities.
• Excellent problem-solving and analytical skills.
• Intermediate advanced computer skills, including MS Office Suite (Word, Excel, PowerPoint) and CRM software.

What Redial BPO Offers

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A collaborative and supportive work environment.
• The chance to be part of an award-winning company committed to excel

All suitably qualified applicants will be considered based on their qualifications, experience, and the competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other characteristic protected under applicable law.

REDIAL BPO will never request any form of payment—whether for applications, interviews, or job placements from applicants. If you are ever asked for payment as part of a recruitment process claiming to be from REDIAL BPO, please treat it as fraudulent and report it to us immediately.