Must Have!! Experience in handling VIP/high-priority clients from Retail/E-commerce Accounts/LOBs.
Job Overview:
The Lead Client Service Manager will be responsible for overseeing the client services team and ensuring the highest level of customer satisfaction. You will serve as a liaison between clients and internal teams, providing strategic leadership, direction, and support to ensure successful client relationships.
Key Responsibilities:
· Lead and mentor a team of Client Service Team to deliver exceptional service and ensure client satisfaction.
· Develop and manage client relationships and provide ongoing support.
· Handle Escalated Clients Situations
· Act as a key point of contact for high-profile clients, addressing their needs, concerns, and inquiries in a timely and professional manner.
· Foster a customer-centric culture within the team by ensuring that clients' expectations are exceeded.
· Collaborate with cross-functional teams (sales, product, operations) to resolve client issues and deliver customized solutions.
· Provide regular performance reports, analyze client feedback, and implement improvements based on client satisfaction surveys.
· Provide monthly team reviews.
· Provide operational team support, run financial reports, and invoice management
Additional Summary:
You will lead a team of Client Services and handle Level 2 and VIP customers. The Client Services team are the frontliner of the customer service line where they handle inquiries, concerns and issues regarding orders, and it's delivery. You will provide personalized support services with utmost care and ensure concerns are resolved.
Customers are all VIP and VVIPs thus we are looking for someone with the same customer service background/experience for a luxury retail brand or international private banking.
Requirements:
· Minimum of 5 years experience in a customer service environment is required.
· Residing within or near Metro Manila
· Willing to work during Eastern US timezone, weekends and Philippine public holidays
· Willing to work on remote setup
· Open to a 1-year contract duration (renewal or conversion to permanent will depend to performance)
· He/She must have excellent communication skills with American accent, attention to details, excellent rapport and enthusiastic.
Important: If you are still reading this part, this is a must have to submit.
For interested applicants, please send your resume and Vocaroo/Loom link of your voice/video clip (1-2 min duration) in your American accent to ******
Those who will sent their video/audio introduction will be prioritized.