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Senior Manager Director of Customer Experience

2 weeks ago

Pasig, National Capital Region, Philippines Transcom Worlwide Full time
Job Overview

We are looking for a highly experienced Senior Manager/Director of Client Services to lead our client delivery operations team at Transcom Worldwide.

About the Role:

  • As a Senior Manager/Director of Client Services, you will be responsible for driving client satisfaction and retention through effective leadership and business execution.
  • You will act as the main point of contact for the vendor manager at assigned clients and serve as the day-to-day contact for clients.
  • Our ideal candidate possesses strong communication skills, organizational abilities, and a passion for client success.

Key Responsibilities:

  1. Forecast and track key account metrics and prepare reports on account status.
  2. Handle follow-up calls with clients and address complaints, finding reasonable solutions for both the client and Transcom.
  3. Manage client expectations and strive towards client satisfaction by meeting and exceeding contractual deliverables.
  4. Lead and oversee Risk Assessment, COPC, ABR, QBR, SSR Audit, CCSR Audit, and Extra Initiatives as requested based on client needs.