Client Services Manager – Travel & Hospitality

Gratitude Inc

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8 hours ago

Client Services Manager – Travel & Hospitality

3-5 Year(s)

₱ 100 - ₱ 110K p.m

Manila (Pasay City)

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Job Description

Key Skills

Coaching Quality Assurance/QA Reporting Team Building Stakeholder Management Contact Centre Operations Supervisor compliance skills Problem-Solving Skills Travel and Hospitality people management skills Excellent communication skills - written and verbal client service experience Client Services Manager

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Client Services Manager – Travel & Hospitality

Location: MOA
Experience: Minimum 3 years as a Client Services Manager in a BPO environment
Work Setup: 100% Onsite
Shift: Night / Rotational Shift
Salary: Up to 110K package
Headcount: 1
Start Date: ASAP

Role Overview

We are looking for an experienced Client Services Manager with a strong BPO background, specifically in Client Services / Account Management, Finance & Billing Operations, and SOW management. The ideal candidate should have strong people-management and client-handling skills.

Key Responsibilities

Manage and develop a team of Customer Service Representatives through coaching, training, and performance feedback.
Monitor team and individual performance metrics and identify improvement opportunities.
Implement quality assurance processes to drive operational excellence.
Collaborate with department heads to optimize workflows and implement new processes.
Maintain a positive team environment to improve employee engagement and retention.
Identify operational issues and escalate them to senior management when required.
Ensure compliance with client requirements, contractual obligations, SOWs, and internal policies.
Manage client relationships and support account-management activities.
Review, interpret, and manage Statements of Work (SOWs).
Oversee Finance & Billing Operations and related operational requirements.

Required Skills & Experience

Minimum 3 years of Client Services Manager experience in a BPO environment.
1–2 years of Contact Center Supervisor / Operations Supervisor experience.
Strong people management, coaching, and team development skills.
Excellent communication, problem-solving, and stakeholder management skills.
Experience with contact center metrics, reporting, QA, and compliance.
Proven experience in Finance & Billing Operations.
Strong Client Services Management / Account Management experience.
Experience reviewing and managing SOWs.
Travel & Hospitality experience is preferred.
Willingness to work night/rotational shifts.

Important Eligibility Criteria

Operations Manager-only backgrounds will NOT be considered. Candidates must have relevant Client Services Management / Account Management experience along with Finance & Billing Operations and SOW management experience.

Former Teleperformance, PSG Global Solutions, and Majorel employees are not eligible for rehire, either directly or through third-party agencies.

Recruitment Process

TA Interview → Operations Interview → Client Interview

Pre-Screening Questions

Please provide the following details:

Years of experience as a CS Manager in BPO
Years of experience as a Contact Center Supervisor / Operations Supervisor
Do you have Travel & Hospitality experience?
Last drawn salary
Expected salary

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Interested candidates, please complete the questionnaire:

Questionnaire Link: https://myglit.com/lateral/cref/4921c192a4

Only candidates meeting the specified Client Services / Account Management requirements will be considered.

Role

Account Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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.

Abhishek Kumar

Recruiter - Gratitude Inc

NA, india

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