Client Service Manager

We are currently expanding and looking for a motivated individual to drive the performance of our contact centre. If you are creative, inspirational and obsessed with creating the ‘WOW’ experience for both our clients and team, we invite you to join our family!

Job Responsibilities:

1. Own and take charge of entire assigned project and collaborate with business partners closely on all issues and reviews related to the outsourced campaigns/projects.
2. Accountable for contractual and internal KPIs and manage performance of assigned teams.
3. Involved in soft launches & pilot runs for all assigned projects and ensure smooth operations of call products and/or services.
4. Develop and implement annual marketing plans and sales strategies.
5. Secure new business and grow existing accounts.
6. Gaining a clear understanding of customers' businesses and requirements.
7. Making accurate, rapid cost calculations and providing customers with quotations and proposals.
8. Work closely with Operations members for projects and tenders.
9. Identify areas for service improvements and make recommendations to the management team.
10. Other ad hoc duties as assigned.

Job Qualifications:

1. At least a degree with minimum five (5) years of experience in the Contact Centre industry and handling government projects in an operational or project management capacity.
2. COPC (Customer Operations Performance Centre) certification or equivalent is preferred.
3. Sound knowledge in contact centre operations, telephony/IT systems and contractual terms.
4. Proficient in Microsoft tools and preparing management reports.

If you’re enthusiastic and ready to make a positive impact on our customers, we want to hear from you! Join our team and be part of an exciting customer care experience.