General Information

Location
Iloilo City
Job ID
5133
Job Category
Operations
Language Requirement
English

Description & requirements

Description
Transcom is looking for talented individuals like you to join our awesome team! Be the next Client Services Director for our Transcom Iloilo site.


Join our Transcom Family as Client Services Director

The Client Services Director plays a critical role in ensuring the success of client partnerships at Transcom. Acting as the primary point of contact for assigned clients, the Account Manager is responsible for maintaining positive relationships, meeting client needs, and exceeding expectations. With a focus on client satisfaction and retention, the Account Manager anticipates client needs, provides thorough reports and analysis, and coordinates resources to support deliverables. Key responsibilities include client communication, account management, data analysis, and collaboration with internal teams to ensure alignment with client goals. The ideal candidate possesses strong communication skills, organizational abilities, and a passion for client success. With experience in BPO or contact center environments, as well as client-facing roles at the director level or above, the Account Manager thrives in a collaborative team-based work environment and is committed to delivering exceptional service to clients.


Responsibilities: 


The position requires effective leadership and business execution for the following key focus areas. Additional responsibilities may be added as the needs of the business change and expand: 

  • Act as the main point of contact for the vendor manager at assigned clients.

  • Serve as the day-to-day contact for the client, ensuring all their needs are met, sharing updates on account status and metrics, and answering any client questions.

  • Anticipate client needs using attention to detail and historical insights, and create thorough reports including complete data analysis of accounts/clients for VP of Client Partnerships/Executives.

  • Build long-term relationships with customers based on trust, respect, and value.

  • Ensure client satisfaction and retention by coordinating Transcom's resources on the client's behalf in support of deliverables.

  • Forecast and track key account metrics and prepare reports on account status.

  • Handle follow-up calls with clients and address complaints, finding reasonable solutions for both the client and Transcom.

  • Manage client expectations and strive towards client satisfaction by meeting and exceeding contractual deliverables.

  • Lead and oversee Risk Assessment, COPC, ABR, QBR, SSR Audit, CCSR Audit, and Extra Initiatives as requested based on client needs.

  • Maintain positive and collaborative partnerships with Transcom Operations and Support Leaders, working in complete alignment on behalf of client success.

  • Work in partnership with the Account Client Partnership Leader to grow the relationship, support Transcom's internal growth targets, and update strategies to retain and grow the partnership between the client organization and Transcom.

What we are looking for:

To be successful in this role you must…

  • A university degree or equivalent higher qualification and experience
  • Fluency in the English language, written and spoken
  • 2-4 years of BPO and/or Contact Center Operation Leadership experience
  • 2-4 years of Client-facing experience at Director and above levels
  • Be able to travel up to 25% of the time


What's in it for YOU

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are providing these employee benefits, which you'll be able to utilize once you join our team! 

 

  • Day 1 HMO

  • Meal & Transportation Allowance

  • Rice Subsidy

  • Clothing Allowance

  • 24/7 Teleconsult

  • Free Psychologist Consultation

  • In-house & Online Pharmacy

  • Scholarship Program

  • Retirement Fund

  • Free Meal & Medicine (through Transcom’s Tap Card Rewards)

  • Loyalty Incentives

  • Accidental & Life Insurance

  • Free Shuttle Service



What Life at Transcom is like

At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

 

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.