Assistant Manager, Client Services PK

We are seeking an experienced customer service professional to join our team as an Assistant Manager - Client Services. This role focuses on managing complex escalations, resolving critical customer issues, and collaborating with senior stakeholders to enhance service delivery. The ideal candidate will provide both strategic and operational support across client services, ensuring effective resolution of executive-level escalations and driving continuous improvement through root-cause analysis and actionable insights. This position demands strong communication, analytical, reporting, and team management skills, with the ability to thrive in a fast-paced, customer-focused environment.

Key Responsibilities

Executive Escalation Management: Serve as the senior point of contact for managing high-priority and executive-level customer escalations, ensuring timely and effective resolution.

Customer Resolution: Engage directly with customers to investigate and resolve complex issues comprehensively, maintaining a customer-centric approach throughout the process.

Case Documentation & Audit: Maintain detailed and accurate records of all executive escalations, including customer communications, findings, case logs, and relevant timestamps to ensure transparency and accountability.

Root-Cause Analysis: Identify recurring problems, process inefficiencies, communication gaps, and agent errors by conducting thorough analyses, and recommend improvements to prevent future escalations.

Reporting & Dashboards: Develop and maintain daily and weekly dashboards that track case statuses, highlight recurring issues, monitor trends, and evaluate team performance to support data-driven decision-making.

Operational & Onsite Support: Provide operational assistance to the client team at their headquarters when required, facilitating smooth coordination among stakeholders and ensuring seamless service delivery.

Team Management: Support team handling and performance management efforts to maintain high service quality, productivity, and achievement of operational goals.

Required Qualifications

Education: Bachelor’s degree is mandatory.

Experience: Proven experience in customer service, escalations, client services, or related operational roles, with a preference for candidates who have managed complex or executive-level cases.

Technical Skills: Proficiency in Microsoft Excel and PowerPoint is essential for reporting and presentation purposes.

Communication: Strong verbal and written communication skills are required, along with the ability to manage relationships with senior stakeholders effectively.

Leadership: Demonstrated capability to lead teams, manage performance, and collaborate with cross-functional stakeholders.

Analytical Skills: Excellent problem-solving, critical thinking, and root-cause analysis abilities.

Work Approach: Ability to prioritize multiple tasks, work efficiently under pressure, and adapt to a fast-paced, dynamic environment.

This role offers the opportunity to contribute significantly to client satisfaction and operational excellence by leveraging your expertise in customer service and escalation management. If you are a proactive leader with a strategic mindset and a passion for resolving complex customer challenges, we encourage you to apply.