Manager, Client Services

Operations & Technology

PEX is looking for a Client Services Manager who is focused on delivering an exceptional customer service experience.  This position reports to VP, Operations and provides leadership, coaching and feedback to teams both on-shore and off-shore.  With guidance, the Customer Service Manager creates and executes plans to improve customer satisfaction levels, measure KPIs, and motivate the teams.

ESSENTIAL FUNCTIONS

  • Measure and improve customer service experience, create engaged customers, and facilitate organic growth
  • Take ownership of customers issues and follow problems through to resolution
  • Set a clear mission for the team and deploy strategies focused on achieving it
  • Develop service procedures, policies, and standards
  • Keep accurate records and document customer service actions and discussions
  • Analyze statistics and compile accurate reporting on the health of the team
  • Mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Control resources and utilize assets to achieve qualitative and quantitative targets

 

REQUIRED SKILLS & QUALIFICATION 

  • BA/BS degree or equivalent
  • At least 4-6 years of Customer Service team management experience
  • Strong customer focus and decision-making skills
  • Proven ability to manage multiple tasks while maintaining focus on primary responsibility
  • Excellent interpersonal, communication and problem-solving skills
  • Excellent listening, negotiation, and presentation skills
  • Excellent verbal and written communication skills
  • Strong work ethic and ability to provide a positive experience for all stakeholders
  • Proficiency with Salesforce and BI tools

 

PREFERRED SKILLS & QUALIFICATION

  • Experience working in banking or card payment industries.
Apply