Client Services Director (Mandarin Speaker)

IBEX Global Solutions (Philippines) Inc.; Mandaluyong; On-site; PHP 2,000,000 - 4,000,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. in Mandaluyong seeks a Client Services Director to oversee multiple client programs and ensure successful operation.

You will plan, schedule, and budget projects, lead cross-functional teams, manage client expectations, and maintain strong relationships with operations and sales. Applicants should hold a Bachelor's degree and have 8–10 years in BPO client services, including 2 years in a director role, plus travel flexibility.

Qualifications

• Must have Mandarin language proficiency.
• Bachelor's degree or higher in a related field.
• 8–10 years of cumulative BPO/call center experience with at least 2 years in a Director capacity.
• 3–5 years in Client Services management.
• Ability to manage multiple clients and diverse portfolios.
• Excellent verbal and written communication skills.
• Strong problem solving and negotiation abilities.
• Willingness to work graveyard or shifting schedules.
• Able to travel to IBEX locations in PH or internationally.

Responsibilities

• Plan, develop and manage client projects (often several simultaneously).
• Determine project schedule, scope and budget; direct team members to meet objectives.
• Manage client expectations and work with operations and sales to improve service levels.
• Communicate with stakeholders at every step of a project to maintain relations and delivery.
• Assess resource needs, build and manage teams and assign responsibilities.

Skills

Mandarin speaker

Client services management

Executive leadership

Strong communication

Negotiation

Problem solving

Customer service orientation

Shift flexibility

Travel readiness

Multi-client management

Education

Bachelor's degree or higher

Job description

Overview

The Client Services Director will serve as the primary point of contact for the Client and is responsible for the successful operation of all programs.

Responsibilities

• TheDirector of Client Serviceswill beinvolved in the planning, developing and managing of client projects – typically several at once.

• Will be incharge of determining a project’s schedule, scope and budget, and directing appropriate team members in fulfilling the specifications to meet client and company objectives. These professionals could also be responsible for defining departmental operating budgets, and resource, risk and scope management.

• Manages client expectations works with internal partners, such as operations staff and sales, to improve service levels.

• Communicates to each stakeholder at every step of a project is vital to maintaining successful relationships and product or service delivery.

• Determines short- and long-term resource requirements, builds and manages teams and designates responsibilities among each team member.

Qualifications

• Must be a Mandarin Speaker
• Candidate must possess at least a Bachelor's/College Degree , Post Graduate Diploma / Master's Degree, Business Studies/Administration/Management, Commerce, Economics, Finance/Accountancy/Banking or equivalent.

• Very strong orientation in high level client services and account management

• 8-10 years cumulative relevant experience working in a BPO Call Center environment with at least 2 years in a Director capacity.

• 3– 5 years experience in Client Services management is required for this role.

• Must have handled diverse client portfolio and the ability to manage multiple clients.

• Excellent communication skills both verbally and written

• Exceptional problem solving skills

• Excellent negotiation skills

• Good customer service orientation

• Ability to work on graveyard schedule or shifting schedule (whenever necessary).

• Applicants should be able to travel to any IBEX locations in PH or international.