Company Description
Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.
Job Description
The Client Engagement Associate is responsible for building and maintaining strong relationships with clients to ensure their satisfaction, retention, and success. This role serves as the first point of contact for client inquiries, escalations, and resolutions while striving to enhance overall client happiness. The Associate will proactively ensure timely and accurate handling of client issues, uphold service level agreements (SLAs), and aim to improve processes to minimize recurring issues.
Key Responsibilities:
- Client Interaction and Support
- Act as the primary point of contact for client inquiries, concerns, and escalations.
- Provide timely, accurate, and professional responses to client inquiries through email, phone, or other channels.
- Maintain regular communication with clients to ensure they are informed and satisfied with services provided.
- Issue Resolution
- Address client concerns with urgency and empathy, ensuring resolution aligns with established SLAs.
- Collaborate with internal teams to resolve complex issues, track progress, and provide updates to clients.
- Analyze client issues to identify trends and implement preventive measures.
- Client Relationship Management
- Build and nurture long-term relationships with clients to promote loyalty and retention.
- Actively seek and implement feedback to improve service delivery.
- Conduct regular check-ins with clients to ensure their needs and expectations are met or exceeded.
- Managing the overall relationship, which might include sales opportunities, project management, and feedback loops.
- Engages clients across various stages of the client lifecycle, from acquisition to renewal.
- More likely to be involved in cross-selling and up-selling opportunities, broadening the scope of the client's engagement.
- Contribute to team discussions on process improvement and operational efficiency.
- Reporting and Metrics
- Track and report on key metrics, including Client Happiness, No Further Action (NFA) tickets, and SLA attainment rates.
- Provide insights and recommendations based on client feedback and issue trends.
- Monday-Friday
- Candidate must be willing to work the mid or night shift to ensure operational efficiency and meet business needs.
