Customer Service Consultant role within Vivo's Engineering and Customer Service team analyzing operational indicators. Responsible for improving telecom service delivery and processes.
About the role
- Client Success Manager for Twoconnect managing UK-based clients in hybrid work structure. Ensuring client retention and providing high-quality support with a focus on performance management.
Responsibilities
- Own and manage a portfolio of UK-based clients, maintaining regular engagement and acting as the primary point of contact for non-sales matters.
- Coordinate and resolve client issues across performance, HR, and IT, escalating risks early and maintaining accurate CRM records.
- Coach clients on managing offshore teams effectively, including cultural dynamics, communication, and performance management.
- Identify opportunities for team expansion, new roles, or replacements, and ensure accurate handover to Talent teams.
- Collaborate with internal teams (People & Culture, Performance, Talent, Technology) to resolve client challenges and drive outcomes.
Requirements
- Minimum 5 years’ experience in client services, account management, BPO, SaaS, or a related environment.
- Proven ability to manage multiple client accounts concurrently and operate under pressure.
- Strong written and verbal communication skills, including handling difficult conversations with senior stakeholders.
- High level of personal accountability, ownership, and commercial awareness.
- Systems-driven with strong attention to detail, discipline in escalation, and follow-through on actions.
Benefits
- Hybrid - 1-2 days quarterly onsite visit
- Mon - Fri: 11:00 AM - 8:00 PM PHT
- HMO with 1 free dependent and medical reimbursements
- Government-mandated benefits
- Opportunities to work with leading companies in Australia and beyond
- Training programmes for career development
- Engaging company outings, team activities and wellness sessions
- Supportive, inclusive culture
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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