Time Frame: ASAP
Pre Qualified As: Work-From-Office (WFO) only
Preferred Location: CRK
Working Schedule: 7am to 4pm PHTJob Description
-You have strong customer facing experience in your chosen area of expertise (either a specific BPO role or a particular industry segment)
-You are an expert communicator - written and verbal .
-You have good commercial acumen to understand our MSA/SOW's and articulate the impact to clients.
-You understand your clients and their business and collaborate with them to mutually grow business together.
-You have a strong service acumen and understand the value of setting SLA and KPI's which align to the customer experience.
-You are at the center of our customer experience. You own it..
-You will work with across cross-functional teams, especially operations to manage customer challenges to a resolution that satisfies the customer, our staff and stakeholders
-Solutions focused. Able to be presented with scenarios and can think outside the box to present solutions both to customers and to present to Senior Management.
-Complaints and confrontations - able to listen and understand the customer's issue.. -Dissect the issue (deep dive into the actual issue). Listen, Understand, Asses, Present a solution.
-Have the ability to say - Why and look for underlying trends in issues to suggest improvements
-You are a strategic thinker and an operational doer.
-You are the crucial link between our valued Customers and Cloudstaffers.
-You are a rock-star and you know it. You understand the processes required in your role and you are confident to suggest improvements to make those processes better in an outsourcing BPO environment.
-You research competitors, examine customer service market trends and suggest strategies that improve our customer services experience , systems and processes
-You have excellent project management skills to manage the lifecycle of your clients including operational reviews and customer improvement plans.
-You will understand how to use Data Analytics to understand Customer experience levers to continually improve the customer experience.
-You are the customer advocate. You own their issues and you can confidently navigate and collaborate with business leaders until their issues are resolved. You keep clients updated on your progress
-You act with confidence and you are comfortable engaging with senior executives
-You collaborate well with other teams across the organization and you remain focussed on quality output
-You are seen as the Go to person for your clients and within cloudstaff
-You can handle difficult situations with clients (ie) Collections.
-You under NPS and how it influences customer retention and attrition.
-You provide the transitional link from sales to operation and ensure that we give the customer a Hyper Care experience during the onboarding process
-You find reasons to be continually engaged with your client and you love it !
Collaborative leadership - working with various leadership stakeholders to steer overall success strategies is an essential task for this role
Data analysis - Account Managers need the ability to collect, gather, and analyze data and present concise actionable results which influence customer experience levers.
Communication expert - (written and verbal) Account Managers must be able to clearly present on a wide variety of customer issues - Recruitment, Commercial and Operational
Communication skills - building strong customer relationships is a must-have skill to connect with customer and work with internal stakeholders
Organizational skills - strong planning and problem-solving skills are essential to successful Account Managers
Sales Skills - An Account Manager must continue to sell the benefits of the Cloudstaff relationship , continue to present new products and solutions and look for opportunities to grow.