Client Services Manager – Travel and Hospitality

Gratitude Inc

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1 week ago

Client Services Manager – Travel and Hospitality

3-10 Year(s)

₱ 100 - ₱ 110K p.m

Manila

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Job Description

Key Skills

Accounts Management Finance Supervision Client Servicing billing process

32 candidate(s) have already applied for this Job. Apply now

Role Overview

You will manage a team of customer service representatives, providing coaching, training, and performance feedback. Monitor and analyze team and individual performance metrics to identify areas for improvement. Implement effective quality assurance processes and provide feedback to drive operational excellence. Collaborate with department heads to optimize workflows and implement new policies or procedures. Foster a positive, motivating team environment to support high staff engagement and retention. Identify and address any operational issues, escalating to senior management as needed. Ensure full compliance with client requirements, contractual obligations, and internal policies.

Key Responsibilities

Manage and develop a team of customer service representatives

Provide coaching, training, and performance feedback to drive team performance

Monitor and analyze performance metrics to identify areas for improvement

Implement quality assurance processes and drive operational excellence

Collaborate with department heads to optimize workflows and implement policies

Foster a positive, motivating team environment to support engagement and retention

Identify and address operational issues; escalate to senior management as needed

Ensure compliance with client requirements, contractual obligations, and internal policies

Qualifications

Required:

Minimum 3 years of CS Manager experience in a BPO environment – required

At least 1–2 years of contact center supervisory experience – required

Strong people management, coaching, and team development skills

Strong communication, problem-solving, and stakeholder management skills

Experience with contact center metrics, reporting tools, QA, and compliance

Proven experience in Finance and Billing Operations – required

Strong Client Services Management / Account Management experience – required

Experience in reviewing, interpreting, and managing SOWs – required

Experience handling financial/billing processes and operational requirements – required

Willingness to work on a shifting schedule

Travel and Hospitality experience is preferred

Not a job hopper – stable employment history

Why Join?

Competitive salary: ₱110,000 max package

Prime MOA location

Lead a high-performing team in a dynamic travel and hospitality program

Career growth in client services management

Collaborative and supportive team environment

Role

Client Services

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Semi-Voice

Functional Area

Banking / Financial Services

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Jecinta Kariuki

Recruiter - Gratitude Inc

NA, kenya

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