Client Service Manager

Job Description

Title: Client Service Manager

Company Name: ServicEngine Ltd.

Vacancy: 1

Job Location: Dhaka

Employment Status: Full-time

Educational Requirements:
∎ Bachelor degree in any discipline.

Experience Requirements:
∎ At least 2 year(s)

Job Responsibilities:
∎ Responsible for management of day-to-day service delivery within the team in a multi-client, multi-shore environment
∎ Maintain executive level communication with existing in order to manage evolving client expectations, needs, and priorities to ensure client satisfaction
∎ Work with company resources to ensure day-to-day service is effectively meeting client needs and value is being recognized by client
∎ Consult/collaborate frequently with internal and external contacts to ensure alignment on priorities and projects
∎ Handle service escalations from internal and external clients and take appropriate action
∎ Monitor daily workflow of client team, review data for trending, recommend improvements, and proactively identifying potential issues
∎ Develop, provide & analyze reports to clients and delivery team as required
∎ Assure that problems, questions, or concerns from clients are handled appropriately – escalated, tracked, reported, and resolved with client follow up
∎ Gather client feedback through regular communications and follow up. Assure that client retention risks are highlighted, and that proper urgency and escalation steps are taken
∎ Adherence to standard practices and client contractual commitments
∎ Host client calls and meetings onsite and offsite
∎ Take notes, prepare call summaries/meeting minutes and record in approved documentation format.
∎ Work with client success teams, Account managers, Program managers, etc to ensure high level of service to increase satisfaction levels achieve internal growth and development of the team/s.

Additional Requirements:
∎ Age 24 to 40 years
∎ Only males are allowed to apply
∎ 2+ years’ experience in a client facing role.
∎ Strong interpersonal skills.
∎ Good listener, especially when problems arise.
∎ Organized: ability to manage multiple clients/projects at same time.
∎ Ability to propose viable solutions to problems .
∎ Strong analytic skills.
∎ Action Oriented.
∎ Ability to work independently.
∎ Experience preparing and presenting client business reviews .
∎ Experience monitoring key performance indicators and service level agreement.
∎ Ability to treat every customer as if they are the only customer .
∎ Desire to learn globalization by working closely with a delivery organization that that is located in central Asia and South America .
∎ Accountability is a must.
∎ Must be able to work Monday through Friday, 7:00 pm to 4:00 am Bangladesh time .
∎ The candidate must be able to work on some holidays.
∎ Mastery of English language skills – both written and verbal.

Salary: Negotiable

Compensation & Other Benefits:
∎ Festival Bonus: 2
∎ Weekly 2 holidays, Insurance, Over time allowance.
∎ Lunch Facilities: Partially Subsidize.
∎ Salary Review: Yearly.

Application Deadline: December 21, 2019

Company Information:
∎ ServicEngine Ltd.
∎ Address : House# 8, Abbas Garden, DOHS Mohakhali, Dhaka - 1206
∎ Web : www.sebpo.com
∎ Business : BPO

Category: Data Entry/Operator/BPO

Source: bdjobs.com

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