Client Service Manager

العراق - اربيل

In this role, which also known as customer care managers or client relations managers, client services managers handle and resolve client queries, develop strategies for improving customer services, train other client services staff, authorize refunds on products, maintain business relationships with existing clients, and bring new clients on board. The main aim of Hiring this position is to enhancing the professionalization of the client services functions on ....... Co, bringing positive ideas on how we can up our game in managing and growing positive client relationships and across the business in general, parallel to adding the number of Clients especially for the next three months as MMS should achieve a strong and rich Company profile by the end of this period of time.  You report to the Project Manager and after 2 months of probation period, your performance would be evaluated by the CEO of the Company.

Client Services Manager Responsibilities:

  • Develop effective communication platforms for clients and staff.
  • Inspire repeat business from clients.
  • Monitor and measure client satisfaction.
  • Liaise with different departments about client queries.
  • Offer advice to clients on services and products.
  • Develop surveys and capture client information.
  • Participate in marketing campaigns and conduct customer service workshops and presentations.
  • Deal with client requests and troubleshoot problems.
  • Development and delivery of client development plans for key clients (based on a deep understanding of their businesses) in order to deliver against budgeted targets for each and to grow each account with imagination and commercial insight.
  • Evaluation of in-bound new business opportunities, leading their conversion where they are deemed exciting and viable, and fronting pitches when required.
  • Being Aware of creative workflow and scheduling, to meet the deadlines.
  • Delivery of key projects which grow our relationships with new and existing clients.
  • Delivery of targeted new business activities e.g., attendance at trade shows, speaking engagements, networking, approaching targeted client companies.
  • Contribution to the marketing and PR plan for the business to improve our visibility within the KRG and beyond.
  • Establishing relationships with new clients and maintaining and nurturing business relationships with existing clients.
  • Identifying accounts whose revenue may be shrinking so as to address any ‘at risk’ customers and reach out to these accounts to ensure they are retained.
  • Monitoring the work performance of team and setting sales targets for each one and himself.
  • training new accounts who may join the team.
  • Interact with clients and build relationships with them while ensuring their needs are being met.
  • Oversee a team of customer service Associate's and ensure they are providing an exceptional client experience
  • Mastermind creative ways to deliver an exceptional client experience.
  • Develop and oversee the implementation of client service protocols.
  • Resolve complex client problems or disputes in a professional manner.
  • Coach and support team members to help them meet departmental goals.
  • Keep records and documentation of client interactions for training purposes.
  • Create monthly and quarterly departmental reports to determine whether KPIs are being met and where there is room for improvement to the CEO.
  • Maintaining contact with clients to obtain customer feedback regarding service quality.
  • Monitoring contracts’ details to notify clients of pending expiration and help with the process.

Client Services Manager Requirements:

  • Business degree or related qualification.
  • Strong communication skills.
  • Ability to meet deadlines.
  • Computer literacy.
  • Calm, polite, and professional behavior.
  • Reliable and self-motivated.
  • General business knowledge.
  • High service orientation.
  • A leader who displays strong decision-making and attention to detail.
  • Ability to work under pressure and meet deadlines.
  • Ability to work independently and as part of a team.
  • Excellent interpersonal, verbal, and writing skills.
  • Ability to gather data, complex information, and prepares reports.
تاريخ النشر: ٤ يونيو ٢٠٢١

تاريخ النشر: ٤ يونيو ٢٠٢١