Client Care Team Manager

You will be responsible for developing and implementing strategies to enhance the overall customer service experience and fostering successful long-term relationship with clients. You will equip your team members with the required job knowledge and skills set to consistently deliver first rated service, enhance customer satisfaction, and achieve revenue growth through successful contract renewal. Responsibilities: • Establish and nurture strong relationships with key clients, serving as the primary point of contact for their inquiries and maintain a high level of service delivery. • Lead and guide the team members to proactively engage with clients to understand their business needs and provide solutions to address their concerns promptly. • Monitor and ensure the communications channels such as dedicated phone lines and emails are effectively reaching out to clients, the team members responded to clients in a professional manner and meeting the clients’ expectation. • Define client servicing objectives, client core value and service level standards for response times and issue resolution. Equip and guide the team members adhere to these standards to provide timely and efficient service. • Promote the customer-centric culture and help each team member to understand the importance of providing excellent service and how it contributes to overall business success. • Lead and train the team members to identify opportunities for upselling or cross-selling additional services. • Design and implement strategies to maximise contract renewal and revenue retention. • Stay abreast of industry trends, competitors’ activities to identify opportunities for growth and potential threat to client retention. • Collaborate with internal departments to foster a cohesive and customer-centric approach to address clients’ issues and meet their expectations. • Continuously review, streamline processes to ensure seamless renewal experience and all activities adhere to company policies and industry regulations. • Prepare regular reports and analyses to track contract renewal performance, identify trends and present insights to management. • Design and monitor client feedback and satisfaction metrics, analyse trends and identify areas for improvement to drive continuous improvement of service deliver. Requirements: • Diploma/ Degree in Business/ Marketing or related field • Minimum 5 years of experience in customer service/ account management/ client success roles with at least 2 years of supervisory role • Strong leadership skills with proven track record in managing a team in a fast-paced environment • Excellent communication and interpersonal skills with the ability to build rapport and trust with clients at all levels • Strong organisational, analytical and problem-solving skills • Results-driven with a focus on continuous improvement to optimise customer satisfaction