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Client Services Analyst in Quezon City at Afni, Inc

Date Posted: 4/27/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Commonwealth Ave. Diliman Commercial Complex
    Quezon City
  • Job Type:
    Other
  • Experience:
    3 to 5 years
  • Date Posted:
    4/27/2018

Job Description

  • The Client Services Analyst position has been established to support all programs and Client Service team members.
  • This position will have limited client interaction and will primarily focus on the backend duties necessary to manage the business and those items required of our team.
  • Essential Functions and Responsibilities:
  • Prepare and submit Month End Invoicing
  • Prepare and submit Invoice Estimates
  • Complete, communicate, distribute and update contract cheat sheets for all programs
  • Partner with offline team to develop and distribute program scorecard
  • Conduct analysis in partnership with the CS Manager as needed including monitoring specialty call routing, call types, and impacts
  • Monthly CIM audits, corporate audit documentation kept up to date & submitted for audits, PCI & BCP documentation, etc.
  • Partner with appropriate teams to outline documentation and complete surveys (Quarterly) to meet Verizon Specific MSA Requirements & any other programs that have these requirements.
  • Preparation of Weekly/Monthly client business reviews
  • Ecovadis
  • MDWVA requirements
  • Client Reporting requests/issues
  • Call recordings (escalations)
  • Daily reporting needs
  • Distribution for all client issues (filter/fix accordingly)
  • Take lead in keeping client services Sharepoint up-to-date with key information
  • Act as a liaison for the Client Services Manager on client system access, restrictions, or issues (Verint, Remote silent monitoring, etc.)
  • Coordinate client visits in partnership with the Client Services Manager
Requirements
  • Have earned a Bachelor's/College Degree of any field
  • Must have at least 3 to 5 years of working experience in the related field is required for this position
  • Previous related account management, sales, or customer service experience in BPO is required
  • Must have experience in managing large accounts
  • .Have remarkable customer service skills and an entrepreneurial spirit
  • Have strong leadership and communication skills+++Can resolve issues promptly
  • Must have excellent MS Office and A-Plus skills
  • Must have strong technology proficiency and excellent organizational skills
  • Can handle high volume and wide variety or work within the confines of negotiated contracts
  • Must be amenable to work shifting schedules
  • .Must be willing to work in Commonwealth Avenue, Quezon City