Client Services Analyst
One Felicity Center Commonwealth Avenue , Quezon City, Philippines
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
Requirements
Minimum Job Requirements (Education, Experience, Skills):
- Have earned a Bachelor's/College Degree of any field.
- Previous customer service experience in BPO is required.
- Strong technical and security compliance experience is required.
- IT Project management and Client Services experience is preferred.
- Reports to US based Sr. CSDM
- 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 excellent organizational skills.
- Must be amenable to work shifting schedules.
Looking for a fun place where you can fit in, fuel your passions, help people, and take charge of your career? You’re in the right place. Join the Afni family and be part of our talented global team passionate about helping people and pursuing the life we dream about.
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
One Felicity Center Commonwealth Avenue , Quezon City, Philippines
"One of my favorite moments was when the leadership team asked me to join a different department. I was able to prove to myself that I can take on any challenge, do the work required to advance, and conquer anything I put my mind to."
"My shyness has been replaced with confidence as I’ve learned and developed here. Now I can talk to pretty much anyone and can handle a lot of different situations in and outside of work."
The Perks
