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Client Service Manager
Client Service Manager (2007-11-21)
Call Center Company:
ICT Group
Description:
ICT Group is looking for individuals who are qualified for the position of Client Service Manager.
Successfuly applicants for Client Service Manager will have a great career in ICT Group.
Client Service Manager
(Makati - NCR)
JOB RESPONSIBILITY
* To provide leadership and management of all client focused activity within the company ;
* To manage responsibilities, tasks, priorities and professional development of all client services staff and resources within the company ;
* To conduct monthly review of each client and campaign to establish the company performance against pre-set client criteria ;
* To establish, maintain and positively manage an account development plan for each client relationship ;
* to maintain key relationships with Operational Managers to provide an internal performance audit and review capability ;
* Serve as an escalation point for client issues and be accountable for all client relationships ;
* Ensure the roll-out of client programmes and their communication with the operations group ;
* Line Management - Management and direct line supervision of all Client Service personnel ;
* Compliance and Quality - Ensure that ISO processes and procedures are adhered to in relation to documentation of client relationships.
JOB QUALIFICATION
* Minimun of 2-5 years relevant experience developing and implementing direct marketing and/or sales programmes at manager level in an outsourced call center environment. Experience of managing both inbound and outbound campaigns essential, CRM experience an advantage ;
* Knowledge of outrsourced call center business ;
* Analytical and Reporting skills ;
* PC skills (advanced skills in MS Excel, MS Word, MS Outlook, MS Power Point and Project)
* Strong attention to detail and accuracy ;
* Ability to negotiate with clients to meet the needs of the business ;
* The qualified candidate will be working closely with the following : Senior Management Team, Operations Managers, Operations Supervisors, Operations Support Staff, Quality Assurance, Systems and Sales Team.
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