We are looking for a skilled Client Success Specialist to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that the staff is well-organized and productive.
An excellent Client Success Specialist must be an organized, reliable, and results-driven professional. You must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a Client Specialist, you must also have excellent customer service and communication skills.
The goal is to do everything possible to attain goals and achieve great results for our company.
Responsibilities:
- Develop objectives for the client's success activities.
- Assisting management team members in identifying trends and establishing client management goals.
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Preparing reports and analyzing client success data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Taking on other tasks or projects to support employees, other managers, and client operations.
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collect and analyze client success statistics (sales rates, costs, customer service metrics etc.)
- Communicate company policies, procedures, and best practices to Representatives.
- Assume responsibility of budgeting and tracking expenses.
- Coach and provide training to personnel to maintain high customer service standards.
- Monitor and improve ordering, telephone handling and other procedures.
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Prepare reports for different departments or upper management.
Requirements:
- A minimum of 2 years of client management or supervisory experience in an inbound/outbound calling environment is required.
- Knowledge of performance evaluation and customer service metrics.
- Solid understanding of reporting and budgeting procedures.
- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
- Proficient in MS Office and call center equipment/software programs.
- Outstanding communication and interpersonal skills.
- Excellent organizational and leadership skills with problem-solving ability.
- Positive and patient.
- Bachelor's or higher degree in a relevant discipline will be appreciated.
- Certified Customer Success Manager (e.g. CCSM) or equivalent qualification is a plus.
Employee Benefits:
- 13 Salaries Per Year
- At least two bonuses per year (Eid Bonus)
- Monthly Punctuality Allowance
- Monthly Inflation Allowance
- Performance-Based Bonuses
- Paid Overtime
- Annual Leaves Encashment
- Upselling Incentives
- Maternity/Paternity Allowance
- Maternity Leaves
- Wedding Allowance
- Department Based Allowance
- Double salary on Gazetted Holidays
- Special Allowance for Emergency
- Advance Salary on Need Basis
- 12 Casual Leaves
- 10 Medical Leaves
- 10 Annual Leaves
- Dedicated Training
- Birthday celebrations
- Gaming Facility
- Growing & Dynamic Team
- Office Gatherings, Celebrations, and Trips
- 5 days a week (work-life balance)
Job Location: Link Road Model Town, Lahore
Job Timings: 6 PM to 3 AM
Job Type: Full-time
Application Question(s):
- Are you comfortable working night shifts?
- Can you easily commute to our job location(Pace MT, Link Road, Lahore)?
- What are your salary expectations?
Experience:
- Client Success: 3 years (Required)
- International Client Handling: 3 years (Required)
