INT-DB35451 | CLIENT SERVICES MANAGER III

The Client Services Manager is responsible for overseeing the client service team to ensure the highest levels of customer satisfaction. This pivotal role involves managing relationships with clients, addressing their needs, and leading initiatives to improve service delivery across the organization.

• You’ll be interacting with key players such as C-level executives from enterprise-level organizations which can expand your skills and network.
• Making sound decision-making and flexibility to ensure team dynamics and productivity.
• Hybrid work setup
• Competitive salary and benefits
• HMO + free dependent
• Access to KMC's exclusive pantry (MadMax Coffee, Fresh Fridge)
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

• Develop and implement client service protocols and strategies to enhance customer satisfaction.
• Manage and lead a team of client service representatives, setting clear goals and providing ongoing coaching and support.
• Conduct regular reviews of client feedback to identify areas for improvement and implement changes to service processes.
• Maintain direct communication with key clients, nurturing relationships and responding to their concerns and needs promptly.
• Prepare reports on account status, including client issues and resolutions, to present to senior management during review meetings.
• Coordinate with other departments to facilitate seamless service delivery and resolve any operational hurdles.
• Ensure compliance with all company policies and legal guidelines in client interactions and service delivery.

• Proven experience in client services, customer relationship management, or a similar role.
• Strong leadership skills with experience managing teams and motivating staff.
• Excellent communication and interpersonal skills, capable of working closely with both clients and team members.
• Strong problem-solving abilities and a customer-focused attitude.
• Proficiency in CRM software and MS Office suite.
• Ability to handle stressful situations and deadline pressures well.

• Experience in analytics and reporting tools.
• Knowledge of the specific industry the company operates in.
• Multilingual abilities are highly advantageous.
• Project management certification or experience.