Deskripsi Pekerjaan
Are you a seasoned leader with a passion for excellence in client relations? Satellite Office is seeking a dynamic Client Services Supervisor to join our growing team in Ortigas. In this pivotal role, you will be responsible for overseeing the end-to-end account management and onboarding experience, ensuring that our clients receive world-class service from day one.
As a Supervisor, you will lead a dedicated team to streamline onboarding workflows, drive client retention, and serve as a primary escalation point for complex service issues. We value professionals who are process-oriented, data-driven, and capable of fostering a collaborative environment. This position offers the opportunity to drive operational improvements, participate in performance evaluations, and shape the future of our client services department in a fast-paced, onsite work environment.
Tanggung Jawab
- Oversee the day-to-day operations of the Client Services and Onboarding teams to ensure service level agreements (SLAs) are met.
- Manage the end-to-end client onboarding lifecycle, ensuring a seamless transition from sales to active account management.
- Provide mentorship, coaching, and regular performance evaluations to team members to drive individual and departmental growth.
- Identify and resolve escalated client concerns, ensuring timely resolutions and high levels of client satisfaction.
- Develop and implement standard operating procedures (SOPs) to enhance operational efficiency and service quality.
- Collaborate with cross-functional departments, including Sales and IT, to improve the client integration process.
- Monitor key performance indicators (KPIs) and prepare regular reports for senior management regarding team output and account health.
Kualifikasi
- Bachelor’s degree in Business Administration, Marketing, Management, or a related field.
- Minimum of 3-5 years of experience in client services, account management, or customer success, with at least 1-2 years in a supervisory role.
- Proven track record in managing client onboarding processes within a BPO or shared services environment.
- Strong leadership skills with the ability to motivate teams in a high-pressure, onsite environment.
- Excellent verbal and written communication skills in English.
- Proficiency in CRM software (e.g., Salesforce, HubSpot, or Zendesk) and Microsoft Office Suite.
- Strong problem-solving abilities and a proactive approach to process improvement.