Client Service Manager (BOG)

Position Summary:

We are currently seeking a Client Service Manager to lead our BPO operations in Bogotá. In this role, you would be the primary point of contact between our clients and the company, responsible for nurturing strong business relationships with existing clients. Your duties would also include managing and resolving client inquiries, developing strategies to enhance customer service, training other client services staff, and participating in client onboarding processes.

Responsibilities:

• Demonstrated ability to build and maintain strong, lasting relationships with clients by acting as a primary point of contact, resolving issues, understanding their needs, and identifying opportunities to provide additional value.
• Participate in regular program reviews.
• Perform internal quality control check-ins with assigned teams.
• Support team leads and managers in establishing KPIs and meeting their program goals.
• Provide a leadership team with status updates and solutions to milestones, deliverables, risk assessments, etc.
• Foster a problem-solving environment demonstrating teamwork and innovation.
• Establish a standard and encourage the learning and sharing of best practices.
• Craft best practices and templates based on program needs/requirements.

Required Skills/Abilities:

• Excellent (near-native) English proficiency is a requirement for this job.
• Previous experience in BPO companies is required.
• Experience in maintaining strong business relationships with existing clients and business partners
• Experience running large CS teams.
• Amazing customer support and phone support experience preferred.
• Tech-savvy and Advanced proficiency in G-Suite/MS Office.
• Experience in successfully managing and mentoring other people.
• Experience leading hiring and interviews, training, and quality control programs.
• Sales or e-commerce experience and understanding of sales metrics and drivers.
• Great eye for detecting team and employee risk before it becomes an issue.
• Track record of building positive relationships with employees and partners.
• Strong work Ethic And a talent for bringing out the best in others.
• Passionate about sharing knowledge and helping others.
• Able to work an assigned schedule that falls within our operating hours and flexibility around weekends and holidays.

Education and Experience:

• Experience in the BPO industry is required.
• 5+ years of experience in similar roles.
• Bachelor's Degree in Business or related fields