Senior Manager - Client Servicing - Internet/Online

- Monitor client delivery on an ongoing basis to ensure agreed SLAs and KPIs of the contract are strictly implemented

- Responsible for customer retention by ensuring a high level of customer engagement for all the accounts under his/her purview.

- Lead and nurture the client servicing team by monitoring performance on an ongoing basis and ensuring continuous development of the team

- Handle client escalations & queries via call, mail or trackers

- Coordinate with internal departments to ensure deliverables within TAT and resolve client escalations.

- Publish TAT analysis and various other KPIs to client on regular intervals

- Seek, process and execute client requests and updates

- Maintain trackers, reports for client interaction

- Collect feedback and resolve client complaints

Key Skills : 

- Excellent verbal and written communication skills.

- Proficient at Power-Point and Excel.

- Relationship Management Skills

- Problem Solving

- Customer Focus

- Ability to handle pressure

- Interpersonal skills

- Measure of Success

- Client Satisfaction scores.