Client Services Manager

SSG; Pasig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Support Services Group is seeking a proactive leader to head the Client Services team in a fast-paced environment. You will drive client satisfaction, manage issues, and promote services while coordinating with internal teams.

The role requires strong communication, problem-solving, and relationship-building skills, with willingness to travel as needed to client sites and meetings.

Qualifications

• Bachelor's in Business, Marketing, or related field preferred.
• Experience in client services in BPO.
• Strong problem-solving and critical-thinking skills.
• Excellent oral and written communication skills.
• Ambitious, flexible, self-starting professional with minimal supervision.
• Able to work independently and in a team.
• Detail-oriented with focus on accuracy.
• Willing and able to travel as needed.

Responsibilities

• Provide accurate and timely client support, maintaining professionalism in every interaction.
• Cultivate relationships with clients through calls and visits to understand evolving needs.
• Diagnose and resolve service issues promptly and inform stakeholders.
• Identify new opportunities and promote all relevant services offered by SSG.
• Manage MSA/SOW commitments to align with terms and SLAs; ensure invoicing accuracy.

Skills

Client services

BPO experience

Problem solving

Communication skills

Education

Bachelor's degree

Job description

We are looking for a highly motivated individual to lead our Client Services team. If you thrive in a fast-paced environment, excel at problem-solving, and possess excellent communication skills, we want to hear from you!

Key Responsibilities:

• Provide accurate and timely client support services, ensuring a high level of professionalism and competence in every interaction.

• Cultivate positive and productive relationships with clients through frequent calls and visits, strengthening connections and understanding their evolving needs.

• Analyze and resolve service issues promptly, keeping both client and management informed about complex issues and their resolutions.

• Contribute to the growth of clients' businesses by identifying new opportunities and promoting all relevant services offered by Support Services Group (SSG).

• Manage MSA/SOW commitments to ensure alignment with contractually agreed terms and SLAs, ensuring accurate invoicing and timely approvals.

• Foster a client-focused working environment within the team, working in compliance with company policies and procedures.

• Identify and develop new business opportunities with client contacts, utilizing effective problem-solving and time management skills.

• Drive process improvements to enhance service efficiency and effectiveness, contributing to the success of client service operations.

• Possess excellent data presentation skills, conducting business reviews regularly to ensure client satisfaction and KPIs alignment.

• Demonstrate the ability to handle multiple tasks efficiently, prioritizing effectively in a dynamic work environment.

• Handle both positive and negative situations with clients, ensuring resolutions are in the best interest of both the client and the company.

• Display adaptability by assisting in risk assessment and mitigation activities, supporting new product development, and contributing to special projects.

• Willing and able to travel as needed.

About You:

• Bachelor's degree in Business, Marketing, or related field is preferred.

• Proven experience in client services or a similar role in BPO industry.

• Strong problem-solving and critical-thinking skills.

• Exceptional communication skills, both oral and written, are essential for success in this role.

• An ambitious, flexible, and aggressive professional who embodies a self-starting attitude, requiring minimal supervision

• Ability to work independently and collaboratively in a team environment.

• Detail-oriented with a focus on accuracy in work.

• Willing and able to travel as needed.

Company Description:

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.