Assistant Manager, Client Services PK

ibex; Islamabad; On-site; PKR 1,200,000 - 2,000,000; Full time

Job summary

ibex in Islamabad is seeking an experienced Assistant Manager – Client Services to lead executive escalations, drive end-to-end resolution, and provide strategic operational support across client services. You will manage executive-level cases, identify root causes, and deliver actionable insights to improve service delivery and performance.

The role requires strong communication, analytical, reporting, and team management skills to thrive in a fast-paced, customer-centric environment.

Qualifications

• Education: Bachelor’s degree.
• Experience: Prior experience in customer service, escalations, client services, or related operational role, preferably with complex or executive-level cases.
• Technical Skills: Proficiency in Microsoft Excel and PowerPoint.
• Communication: Excellent verbal and written communication skills with strong stakeholder management abilities.
• Leadership: Demonstrated ability to handle teams, manage performance, and work with cross-functional stakeholders.
• Analytical Skills: Strong problem-solving, critical thinking, and root-cause analysis capabilities.
• Work Approach: Ability to manage multiple priorities, work under pressure, and operate in a fast-paced environment.

Responsibilities

• Executive Escalation Management: Manage high-priority and executive-level customer escalations as a senior contact for client management.
• Customer Resolution: Conduct direct customer outreach and ensure complex issues are resolved end-to-end.
• Case Documentation & Audit: Maintain accurate records of escalations, emails, findings, and timestamps.
• Root-Cause Analysis: Analyze recurring issues to identify root causes and improvement opportunities.
• Reporting & Dashboards: Develop and maintain dashboards on case status, trends, and team performance.
• Operational & Onsite Support: Provide operational support to client teams at their headquarters as required.
• Team Management: Support team performance management and ensure service quality.

Skills

Microsoft Excel

PowerPoint

Education

Bachelor’s degree

Job description

Overview

Are you an experienced customer service professional with a strong track record in handling complex escalations, resolving critical customer issues, and managing senior stakeholders?

We are looking for an Assistant Manager – Client Services to join our team and provide strategic and operational support across client services. The ideal candidate will be responsible for managing executive-level escalations, driving end-to-end customer resolution, identifying root causes, and providing actionable insights to improve service delivery and operational performance.

This role requires strong communication, analytical, reporting, and team management skills, along with the ability to work effectively in a fast-paced, customer-centric environment.

Responsibilities

• Executive Escalation Management: Manage high-priority and executive-level customer escalations while serving as a senior point of contact for client management.
• Customer Resolution: Conduct direct customer outreach and ensure complex customer issues are investigated and resolved effectively from end to end.
• Case Documentation & Audit: Maintain accurate and comprehensive records of executive escalations, including customer interactions, emails, findings, case logs, and relevant timestamps.
• Root-Cause Analysis: Analyze recurring issues, process gaps, communication breakdowns, and agent-level errors to identify root causes and recommend opportunities for improvement.
• Reporting & Dashboards: Develop and maintain daily and weekly dashboards covering case status, recurring issues, trends, and team performance.
• Operational & Onsite Support: Provide operational support to the client team at their headquarters, as required, and ensure smooth coordination between relevant stakeholders.
• Team Management: Support team handling and performance management while ensuring service quality, productivity, and operational objectives are achieved.

Qualifications

• Education: Minimum Bachelor’s degree.
• Experience: Prior experience in customer service, escalations, client services, or a related operational role, preferably with experience handling complex or executive-level cases.
• Technical Skills: Proficiency in Microsoft Excel and PowerPoint.
• Communication: Excellent verbal and written communication skills with strong stakeholder management abilities.
• Leadership: Demonstrated ability to handle teams, manage performance, and work effectively with cross-functional stakeholders.
• Analytical Skills: Strong problem-solving, critical thinking, and root-cause analysis capabilities.
• Work Approach: Ability to manage multiple priorities, work under pressure, and operate effectively in a fast-paced environment.