Client Services Manager English C1/c2 Only

hace 3 semanas

Bogota, Colombia Patricia Baez Company A tiempo completo

**BPO EXPERIENCE ENGLISH LEVEL ONLY C1/C2 IF NOT PLEASE DONT APPLY**

Position Summary:
The Client Service Manager plays a crucial role as the primary point of contact between clients and the company. Responsibilities include maintaining strong client relationships, resolving queries, devising strategies to enhance customer service, training client services personnel, and contributing to client onboarding processes.

**Responsibilities**:

- Participate in regular program reviews.
- Conduct internal quality control check-ins with designated teams.
- Assist team leads and managers in establishing Key Performance Indicators (KPIs) and achieving program objectives.
- Provide the leadership team with updates on status, solutions regarding milestones, deliverables, risk assessments, etc.
- Cultivate a problem-solving environment showcasing teamwork and innovation.
- Set standards and promote the exchange of best practices and knowledge.
- Develop best practices and templates based on program needs and requirements.

Required Skills/Abilities:

- Proficient, nearly native-level English writing skills are essential for this role.
- Demonstrated experience in managing large client service (CS) teams.
- Exceptional customer support skills, with preference given to those with phone support experience.
- Tech-savvy with advanced proficiency in G-Suite/MS Office.
- Proven track record in effectively managing and mentoring individuals.
- Experience leading recruitment processes, conducting interviews, overseeing training, and quality control initiatives.
- Sales or E-commerce experience, including comprehension of sales metrics and drivers.
- Keen ability to identify potential team and employee risks proactively.
- Demonstrated success in building positive relationships with employees and partners.
- Strong work ethic and the ability to inspire excellence in others.
- Passionate about sharing knowledge and assisting others.
- Willingness to work a schedule within our operating hours, with flexibility regarding weekends and holidays.

Education and Experience:

- 5+ years of experience in similar roles.
- Bachelor's Degree in Business or related fields.
- Prior experience in the Business Process Outsourcing (BPO) industry is mandatory.

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