Client Services Specialist | Onsite in BGC (Rotating Schedule) - Muntinlupa

The main responsibilities of a CLIENT SERVICES SPECIALIST I include:

Client Communication and Management:

• Maintain regular communication with clients to understand their needs, expectations, and concerns.
• Act as the primary point of contact for clients, addressing inquiries promptly and professionally.
• Provide clear and concise updates on project progress, timelines, and deliverables.
• Ensure client satisfaction by actively listening to feedback and implementing necessary adjustments.
• Communicate effectively across various channels (email, phone calls, video conferences) to accommodate client preferences and delivery service.
• Collaborate with internal teams to relay client feedback and coordinate solutions.
• Manage client expectations by outlining realistic goals and timelines through various project implementations.
• Uphold a positive and professional image of the company through all communications.
• Resolve conflicts or issues that may arise during the project lifecycle through effective communication and problem-solving skills.
• Act as a client advocate within the organization, ensuring that their concerns are addressed promptly and effectively.
• Attend discovery calls and client meetings to identify, understand, and document client requirements; identifying and delivering the most appropriate solution(s) to offer from scoping to launch.

• Address and resolve client complaints and concerns in a timely manner.
• Investigate issues thoroughly to understand root causes.
• Escalate complex issues to the appropriate department or manager when necessary.
• Follow up with clients to ensure issues have been resolved satisfactorily.
• Implement preventive measures to minimize recurring issues.

Documentation and Reporting:

• Prepare regular reports on client activity, feedback, and satisfaction levels.
• Track and analyze client service metrics to identify areas for improvement.
• Create and maintain comprehensive documentation for processes, procedures, and client interactions.
• Ensure documentation accuracy and consistency for internal and client-facing materials.
• Collaborate with teams to gather data and insights for reports and customize to meet specific client or stakeholder needs.

• Manage and track inventory of assets, ensuring accuracy and availability through maintaining asset tracking reports.
• Coordinate logistics for timely delivery and distribution of assets.
• Maintain records of asset transactions, including receipts, transfers, and disposals.
• Conduct regular audits to ensure compliance with inventory procedures.
• Resolve discrepancies in asset records through investigation and reconciliation.
• Implement improvements to enhance asset tracking efficiency and accuracy.
• Provide reports on asset status, utilization, and performance.
• Secure and safekeep Accountability / Issuance Forms signed by end user for deployed assets

• Acknowledge and monitor service requests, incidents or queries via Ticketing, Phone, Teams, Skype and email
• Escalates unresolved incidents/service requests within agreed timescales
• Ensures tickets are always updated until issues are resolved

General Administrative Tasks:

• Respond promptly to unexpected tasks and requests as they arise.
• Prioritize ad hoc tasks based on urgency and impact on business objectives.
• Gather necessary information and resources to address ad hoc assignments.
• Adapt quickly to new challenges and changing priorities.
• Maintain flexibility and agility in handling ad hoc projects or assignments.
• Document ad hoc tasks and their resolutions for future reference.
• Proactively identify opportunities to streamline ad hoc task management processes.
• Ensure thorough follow-up and closure on completed ad hoc tasks.

Office Space Management:

• Coordinate and oversee utilization of office space, ensuring efficient use.
• Coordinate office layouts, seating arrangements, and facilities maintenance.
• Address office-related issues promptly and liaise with building management.
• Plan and coordinate office relocations or expansions as needed.

Petty Cash Management:

• Administer petty cash funds for operational expenses as needed.
• Monitor petty cash transactions and ensure proper documentation.
• Reconcile petty cash accounts regularly to maintain accuracy.
• Adhere to company policies and procedures regarding petty cash disbursements.
• Prepare reports on petty cash expenditures and balance reconciliation.

To apply, you must be an expert on the following requirements:

• 2+ years of Account Management experience
• Exceptional Level of Commitment towards Customer Experience
• Preferably exposed in the BPO Industry (willing to render night shift, if needed)
• With experience with account management
• Proficient in Microsoft Office Suite (preferred)
• Project Management Skills
• Must be willing to work in our BGC site

It will also be favorable if you are knowledgeable in:

• Proficient Oral and Communication Skills
• Strong sense of Business Acumen
• Exceptional Customer Service
• Strong Project Management
• Time Management
• Interpersonal Skills
• Ability to build and maintain strong client relationships
• Ability to manage and influence key stakeholders