Position: Client Service Manager / Account Manager
Reports To: CEO
Company: Link Tree Private Limited
Location: Thaiba, Lalitpur, Nepal

JOB PURPOSE

To be responsible for day-to-day business in call centre account / client group and implement the needs and wishes of client(s) to call centre team. Service delivered can range from high technical support to customer care.

KEY RESPONSIBILITIES

• Developing, managing and directing the work of call centre team by reviewing outstanding customer issues, and through managing Key Performance Indicators for client upgrades as necessary. Requires constant shifting of priorities to meet client demand.
• Developing and executing strategy for Client Support operations.
• Facilitating the timely response and resolution to client through developing prioritization strategies and best practices.
• Acting as first level escalation of client support issues. Manages Critical and High issues to resolution.
• Developing plans in conjunction with key stakeholders, to support new clients, as well as confirming patches and maintenance releases with a high degree of quality.
• Continually enhance the call centre team skills around client satisfaction.
  Represent the business on matters of current service delivery and developments.
• Assist in identifying new opportunities.
• Develop a network of senior contacts within your client portfolio.
• Manage user groups and finally work alongside the delivery teams during implementation and go-live settings.
• Responsible for company revenue generation (Profit & loss) by client servicing.
• All activities related to client management to ensure high level of Client Satisfaction.
• Coach and motivate.

QUALIFICATION

• University Degee in business administration from an "A" business school is a necessity.
• An excellent understanding of the call centre industry and experience of customer account management within a BPO setting.
• Have a minimum of three years sales and marketing experience in a BPO environment.
• Strong working knowledge of MS Office, Internet Explorer

CRITICAL PERFORMANCE ATTRIBUTES

• Ability to diagnose and resolve issues.
• Ability to lead a team and manage multiple resources in a high-interrupt environment.
• Excellent written, speaking, and client facing skills.
• Analytical and decision making skills
• Must have the ability to present Client Support process to clients.
• A consultative approach to business.
• Ability to multitask
• Excellent people management skills.
• Encourage creativity, initiative and a positive attitude
• Strong leadership and judgmental skills

Working Conditions and Physical Effort:

The work environment characteristics described here are representative of those an employee encounters while performing the primary functions of this job.

• Work is normally performed in a typical interior/office work environment with occasional outdoor travels.
• Limited physical effort required.

The above declarations are not intended to be an all-inclusive list of the duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job and are subject to change as per the requirement of the company.