Job Description
This is a remote position.
**About Us**:
Booth & Partners is a boutique outsourcing company headquartered in Manila, Philippines.
We provide tailored outsourcing services to help small
- to medium-d growing businesses improve focus, realize better asset utilization and generate ever-greater corporate value.
Since our inception, we've partnered with clients from all over the world.
Client locations such as the United States, Canada, Australia, United Kingdom, and Singapore.
These global partnerships have helped us to redefine what a great customer experience truly means.
**Job Summary**:
The Client Services Manager (CSM) acts as a bridge between our organization and clients.
The CSM ensures that our clients receive exceptional service.
The CSM takes full responsibility of arising client issues and offer recommendations and/or solutions useful in addressing such problems.
The CSM is expected to achieve annual top-line revenue generated by campaign as forecasted, gross margin % month-on-month as forecasted.
Key performance indicators include client satisfaction, growth, and margins.
As needed, the CSM may lead contract negotiations and amendments during the life cycle of the contract and provide actionable feedback for improvement/course correction internally and externally.
**Responsibilities**:
Interact with clients and build relationships with them while ensuring their needs are being met to ensure good client relationship
Ensure compliance rules and execution of contract agreements
Ensure effective client onboarding implementation of all projects
Communicate with clients to identify their preferences and facilitate the process to meet their needs and expectations
Provide clients with regular updates and periodic statements to keep them abreast on changes in trends
Provide recommendations to improve client operations and increase company profit
Provide regular reporting and join business reviews with the clients and senior management
Maintain processes according to required standards and maintain consistency in same
Administer all operating data and transactions for various billings and assist in efficient renewals
Carry out surveys and research to evaluate customer satisfaction level and discover better techniques for ensuring a satisfied customer base
Act as first escalation to address day-to-day issues and escalations that impact client operations and relations
Handle and resolve escalated concerns from clients
Help oversee development of staff by assessing competencies, recommending training, and discussing career planning
Implement employee engagement, rewards and recognition activities to drive performance, elicit employee satisfaction and mitigate attrition
Work and collaborating with support functions, other departments, vendors and partners to develop tactical and operational initiatives
Achieve budgetary measurements
Provide excellent customer service to clients
Conduct Performance Management as necessary
Ensure that all customer and client complaints/discrepancies received are logged and properly investigated
Ensure achievement of targets and adherence to Service Level Agreement (SLA) specified in the client agreement
Maintain CRM up to date
Ad-hoc tasks as required
**Requirements**:
5+ years prior experience in customer facing roles and/or client onboarding (AU, US, UK, APAC)
Proven experience in a leadership role is required
Excellent English communication skills and the ability to anticipate the needs of customers
Must demonstrate strong analytical thinking skills
Should possess strong problem-solving skills and the ability to make sound judgement calls
Superior organizational and time management skills
Knowledge of customer service programs and databases, or the ability to learn new software quickly Innovative, creative thinking skills to ensure the organization is providing a cutting-edge client experience
Highly advantageous if with training and/or certifications in any of the following:
6 Sigma Greenbelt
Advanced Client Services Training
Negotiations 101
Budget Planning
Amenable to report to our Makati Headquarters as required
Must be amenable to work in shifting work schedule as required
**Benefits**:
WHAT WE OFFER
? Above-Industry Standard Compensation Package
? Premium Healthcare Coverage and Life Insurance
? Fun Monthly Employee Engagement Activities
? Opportunities for Learning, Personality Development, and Career Advancement
? Sign-On Bonus of 20,000PHP
**Job Description**:
This is a remote position.
**About Us**:
Booth & Partners is a boutique outsourcing company headquartered in Manila, Philippines.
We provide tailored outsourcing services to help small
- to medium-d growing businesses improve focus,