Client Services Director (Mandarin Speaker)

Ibex Limited; Manila, Hinoba-an; On-site; PHP 3,200,000 - 5,000,000; Full time

Benefits offered by this job

Travel opportunities

Competitive compensation

Job summary

Ibex Limited in Manila, Philippines seeks a Client Services Director to oversee multiple client programs and ensure successful delivery. The role coordinates operations and sales, defines budgets and timelines, and leads cross-functional teams to meet client objectives.

The candidate should have 8–10 years in BPO, with at least 2 years in a director capacity, strong client-facing skills, and willingness to travel internationally. Graveyard/shift schedules may be required.

Qualifications

• Bachelor's degree in a related field.
• 8–10 years cumulative experience in a BPO/call center with at least 2 years in a Director role.
• 3–5 years experience in Client Services management.
• Must have handled diverse client portfolios and multiple clients.
• Excellent verbal and written communication.
• Exceptional problem solving and negotiation skills.
• Willingness to travel to IBEX locations in PH or internationally and work graveyard schedules.

Responsibilities

• Plan, develop and manage client projects – typically several at once.
• Determine schedule, scope and budget; direct teams to meet specs.
• Manage budgets, resources, risk, and scope; ensure service levels.
• Coordinate with operations and sales to improve client service.
• Communicate with stakeholders at every step to maintain delivery.
• Assess resource needs and assign responsibilities across teams.

Skills

Mandarin speaker

Communication skills

Problem solving

Negotiation

Customer service

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.