Client Services Analyst

Client Services Analyst

AFNI Philippines Inc.
3-5 years
Not Specified

Job Description

Client Services Analyst

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

  1. Have earned a Bachelor's/College Degree of any field
  2. Must have at least 3 to 5 years of working experience in the related field is required for this position
  3. Previous related account management, sales, or customer service experience in BPO is required
  4. Must have experience in managing large accounts
  5. Have remarkable customer service skills and an entrepreneurial spirit
  6. Have strong leadership and communication skills
  7. Can resolve issues promptly
  8. Must have excellent MS Office and A-Plus skills
  9. Must have strong technology proficiency and excellent organizational skills
  10. Can handle high volume and wide variety or work within the confines of negotiated contracts
  11. Must be amenable to work shifting schedules
  12. Must be willing to work in Commonwealth Avenue, Quezon City

Job Details

Employment Types:





Do Your Best Work and Grow Your Career When you join Afni, we'll instantly make you part of our global family of friendly people focused on making really good customer experiences happen. If you're like us, you want to belong to something special, have meaningful work to do, and know how to achieve your career and life goals. Our award-winning training and development programs get you ready to work and grow. If you're the kind of person who wants to build a career and learn new things, we'll provide the path and the tools to get you there. You bring the motivation and commitment. Our Location Commonwealth Ave. Diliman Commercial Complex, Quezon City, Philippines See it on a map and get driving directions. Directions

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