Customer Success Specialist (BPO/Outsourcing)

Job Description

Client Support and Relationship Management

• Serve as a day-to-day contact for assigned clients, fostering positive working relationships.
• Work alongside senior team members to address client concerns and ensure satisfaction.
• Assist in regular client reviews to align service delivery with their expectations and requirements

Revenue and Service Opportunities

• Identify potential upsell and cross-sell opportunities under guidance.
• Collaborate with senior colleagues to prepare proposals for client needs

Service Level Agreement (SLA) Adherence

• Monitor and report on service metrics, helping ensure SLA compliance.
• Work with operational teams to maintain service consistency.

Team Collaboration and Reporting

• Provide feedback from clients to help influence service delivery improvements.
• Assist in preparing reports and updates on service performance and client needs.

Job Requirement

Skills:

• Basic to intermediate understanding of BPO/Outsourcing operations and service delivery.
• Strong interpersonal and communication skills.
• Ability to support revenue generation activities.
• Familiarity with data analysis tools and processes for assessing service metrics.

 Experience:

• 2-3 years in customer success, account management, or related roles within the BPO/Outsourcing sector.
• Demonstrated experience in managing client needs and supporting retention initiatives.

Education:

• Bachelor’s degree in Business Administration, Management, or a related field preferred.