Strategic Client Partner

4 days ago

Lahore, Punjab, Pakistan beBee Careers Full time

Customer Success Specialist Job Opportunity

Job Description

We are seeking a highly skilled Client Relationship Manager to oversee daily operations and personnel, focusing on maximum efficiency and cost-effectiveness. This role involves utilizing technology to its full potential and ensuring the staff is well-organized and productive.

A successful Client Relationship Manager must be an organized, reliable, and results-driven professional with a practical mind to solve problems on the spot and an ability to see the "big picture" and make improvements. Excellent customer service and communication skills are essential in this role.

The primary goal is to attain goals and achieve great results for our organization.

Key Responsibilities:
  • Develop objectives for client success activities.
  • Assist management team members in identifying trends and establishing client management goals.
  • Ensure staff members are achieving desired service levels and take corrective action as needed.
  • Prepare reports and analyze client success data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Take on other tasks or projects to support employees, other managers, and client operations.
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.).
  • Collect and analyze client success statistics (sales rates, costs, customer service metrics etc.).
  • Communicate company policies, procedures, and best practices to Representatives.
  • Assume responsibility of budgeting and tracking expenses.
  • Coach and provide training to personnel to maintain high customer service standards.
  • Monitor and improve ordering, telephone handling and other procedures.
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.).
  • Prepare reports for different departments or upper management.
Requirements

To succeed in this role, you will need:

  • A minimum of 2 years of client management or supervisory experience in an inbound/outbound calling environment.
  • Knowledge of performance evaluation and customer service metrics.
  • Solid understanding of reporting and budgeting procedures.
  • Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.).
  • Proficient in MS Office and call center equipment/software programs.
  • Outstanding communication and interpersonal skills.
  • Excellent organizational and leadership skills with problem-solving ability.
  • Positive and patient.
  • Bachelor's or higher degree in a relevant discipline will be appreciated.
  • Certified Customer Success Manager (e.g. CCSM) or equivalent qualification is a plus.
Benefits

We offer a comprehensive benefits package, including:

  • At least two bonuses per year (Eid Bonus)
  • Monthly Punctuality Allowance
  • Monthly Inflation Allowance
  • Paid Overtime
  • Upselling Incentives
  • Maternity Leaves
  • Department Based Allowance
  • Double salary on Gazetted Holidays
  • Special Allowance for Emergency
  • Advance Salary on Need Basis
  • 12 Casual Leaves
  • 10 Medical Leaves
  • Dedicated Training
  • Birthday celebrations
  • Gaming Facility
  • Growing & Dynamic Team
  • Office Gatherings, Celebrations, and Trips
  • 5 days a week (work-life balance)

Work Timings: 6 PM to 3 AM

Employment Type

This is a full-time position.

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