Client Success Specialist

Job content

We are looking for a skilled Client Success Specialistto 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 4 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
• Upto 3 additional salaries per year
• At least two bonuses per year (Eid Bonus)
• Monthly Punctuality Allowance
• Monthly Inflation Allowance
• Performance-Based Bonuses
• Paid Overtime
• Quarterly Leaves encashment
• Annual Leaves Encashment
• Upselling Incentives
• Medical Insurance
• Maternity/Paternity Allowance
• Maternity Leaves
• Wedding Allowance
• Department Based Allowance
• Provident Fund
• 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
• Loan Against Provident Fund
• Daily Company Provided Meal
• 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)?

Experience:

• Client Success: 3 years (Required)
• International Client Handling: 3 years (Required)