**Job Title:** Online Client Service Manager
**Company:** Bench
**Location:** Cebu, Central Visayas, PH
**Job Type:** Part-time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 8
**Job Description:**
Bench, a leading company in its field, is seeking an experienced and dedicated Online Client Service Manager to join our team in Cebu. This mid-to-senior-level role is pivotal in providing exceptional service to our clients while ensuring our team delivers high-quality support tailored to the unique needs of each client. If you have a passion for client relations and the confidence to lead, we want to hear from you!
**Key Responsibilities:**
1. **Client Relationship Management:**
- Act as the primary point of contact for critical client accounts, ensuring ongoing communication and support.
- Develop and maintain strong relationships with clients, understanding their needs and objectives to provide tailored solutions.
- Conduct regular check-ins with clients to assess satisfaction and gather feedback for continuous improvement.
2. **Team Leadership and Development:**
- Guide and support a team of client service representatives, ensuring they have the necessary resources and training to excel in their roles.
- Foster an environment of collaboration and excellence, encouraging team members to contribute ideas and solutions.
- Assist in onboarding and mentoring new hires to foster a positive team culture.
3. **Problem Solving and Conflict Resolution:**
- Address and resolve any client issues or escalations promptly and efficiently, maintaining a high level of client satisfaction.
- Analyze client feedback and service metrics to identify trends, propose improvements, and enhance overall service quality.
- Implement strategies to minimize client churn and increase retention rates.
4. **Service Innovation:**
- Collaborate with various departments (e.g., marketing, product development) to align client services with company objectives and market trends.
- Identify opportunities to innovate and improve service delivery processes that enhance the client experience.
- Create and refine service protocols and documentation to ensure consistency in client handling.
5. **Performance Tracking and Reporting:**
- Monitor client service metrics and generate reports to assess service effectiveness and identify areas for improvement.
- Prepare and present findings to senior management, making recommendations based on client insights and performance data.
6. **Administrative Duties:**
- Manage schedules, meetings, and client communications using various online tools and platforms.
- Ensure compliance with company policies, processes, and regulations related to client management.
**Requirements:**
- **Education:**
- Bachelor's degree in Business Administration, Communications, or a related field.
- **Experience:**
- Minimum of 8 years of experience in client service or account management, preferably in an online environment.
- **Skills:**
- Proven ability to manage project timelines and deliverables within a fast-paced environment.
- Strong analytical skills with the ability to problem-solve and think critically.
- Exceptional creativity in developing approaches to client service challenges.
- **Personality Traits:**
- Passionate about client service and dedicated to client success.
- Confident in decision-making and negotiation scenarios, with a focus on achieving positive outcomes.
- **Soft Skills:**
- Excellent communication skills, both written and verbal, with the ability to interact effectively with clients and team members at all levels.
- Strong interpersonal skills, with the ability to build rapport quickly and foster trust.
**Benefits:**
- Dental insurance to support your health and wellbeing.
- Paid overtime for additional hours worked.
- Relocation allowance for those willing to move to Cebu.
**Working Environment:**
At Bench, we prioritize the personal and professional development of our employees. You will have access to training programs, mentorship opportunities, and resources that help you grow in your career. We believe that a supportive and engaging environment fosters creativity and productivity, allowing our team to thrive together.
**Deadline to Apply:** September 21, 2024
**Equal Opportunity Statement:**
Bench is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from diverse backgrounds to apply.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
