Title : Account Manager, Customer Service
Reports to : Vice President, Client Solutions and Implementations
Location : Bacolod, Philippines Ubiquity Global Services is seeking an Account Manager for our Customer Service business line.
This position is responsible for managing the client relationships within the global Customer Service organization.
The Account Manager is responsible for understanding the client's expectations and goals and partnering with the various internal teams to ensure our service delivery is an outstanding experience and that we deliver to the compliance and service level timelines and agreements.
This role is the client advocate and is responsible for managing client communication.The Account Manager requires strong written and verbal communication skills, active listening and the ability to develop and maintain an open and long-lasting relationship, even in difficult and high-pressure situations.
Candidates will often be working with large amounts of data, so strong organization skills and attention to detail is a must.
The ideal candidate will have experience in call center operations, specifically with financial services programs. Responsibilities :
â€¢ Accountable for managing client accounts within the global Customer Service organization; managing communication and acting as the client's primary point of contact.
â€¢ Understand the client's goals and expectations and partner with Operations to ensure effective execution of deliverables.
â€¢ Proactively maintain regular engagement with key client contacts in line with client expectations.
â€¢ Ensure delivery of Client KPIs including day to day service levels, customer experience, quality measures and compliance measures.
â€¢ Identify valuable trends and metrics to share with client to bring increased value to their program.
â€¢ Prepare and present business reports.
â€¢ Continuous identification and implementation of best practice through interaction with the wider team that improve the customer experience and company performance.
â€¢ Identify further opportunities for services and process improvements.
Knowledge, Skills, Experience : â€¢ Previous account management or operations experience in a contact center and / or banking environment
â€¢ Strong business acumen and focus on performance excellence
â€¢ Demonstrates strong problem-solving skills and sound judgment
â€¢ Ability to recommend operational best practices and support process improvement ideation
â€¢ Dynamic interpersonal skills
â€¢ Excellent verbal and written communication skills. Ability to present information and respond to questions to a varying levels of internal and external partners
â€¢ Stellar relationship management skills with ability to deepen relationships and build partnerships across the business and key functional support areas
â€¢ Ability to work within a high-pressure environment and maintain a positive and calm demeanor in difficult situations
â€¢ Strong organizational and time management skills
â€¢ Passion for working in a fast-paced, collaborative environment
â€¢ Adept multi-tasker with ability to quickly prioritize tasks
â€¢ Enjoys new challenges in a rapidly growing and changing environment
â€¢ Intermediate to advanced proficiency of Microsoft Office applicationsâ€¢ Must be amenable to be assigned in Bacolodâ€¢ Can work on Shifting Schedule : Day Shift, Mid Shift and Night Shift