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General Santos

    Account Manager - General Santos City, Pilipinas - Virtual Champs Global, Inc

    Virtual Champs Global, Inc
    Virtual Champs Global, Inc General Santos City, Pilipinas

    Natagpuan sa: Foundit PH A2 - 4 araw ang nakalipas

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    Paglalarawan

    Job Description: Accounts Manager

    Client Name: VCG - Internal

    Hours: 10 hours daily, Monday to Friday

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    As an Accounts Manager (AM) at Virtual Champs Global, you will be essential in maintaining client satisfaction and managing the day-to-day operations of assigned campaigns. Your responsibilities will encompass liaising with clients, managing agent performance, facilitating knowledge management, and handling campaigns.

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    Key Responsibilities:

    • Â Monitor and manage daily operations of the assigned accounts.
    • Â Develop and improve campaign plans and strategies.
    • Â Internalize campaign details to act as an expert consultant.
    • Â Identify opportunities for client growth and address problems such as client churn.
    • Â Develop and maintain strong client relationships and serve as the POC for all their concerns.
    • Conduct comprehensive onboarding sessions and regular check-ins with clients.
    • Prepare regular reports on account status and performance.
    • Analyze data to identify trends and areas for improvement.
    • Â Identify upselling and cross-selling opportunities within existing accounts.
    • Â Collaborate with the Account Executive to understand campaign specifics and client requirements.
    • Participate in crossover training sessions and shadowing opportunities.
    • Â Conduct regular team meetings and coaching sessions with agents, implementing QA/QC processes and feedback mechanisms.
    • Â Monitor agent attendance and address leave applications or absences promptly.
    • Â Handle agent replacements, feedback, and performance assessments.
    • Initiate corrective actions.
    • Manage agent incentives and liaise with HR and Finance for approvals.
    • Contribute to Willo reviews.
    • Execute company policies and procedures.
    • Monitor contract compliance and ensure adherence to agreements.
    • Maintain records and updated internal systems.
    • Prepare and present reports and forecasts to the COO and relevant teams
    • Â Coordinate account offboarding.

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    Qualifications and Skills:

    • Â Minimum 2 years experience in handling leadership roles.
    • Â Background in the BPO industry.
    • Â Willingness to work on-site and relocate to Gensan.
    • Â Proven experience in account management or a similar role.
    • Â Knowledge of customer service, sales principles, virtual assistance, and campaign management processes.
    • Â Experience in handling client servicing, escalations, and conflict resolution.
    • Â Excellent communication and interpersonal skills.
    • Â Ability to create effective strategies, negotiate, and problem-solve
    • Â Excellent organizational and time management skills.
    • Â Ability to multitask and prioritize tasks effectively.
    • Â Familiarity with remote work dynamics and virtual team management.
    • Â Familiarity with CRMs and dialer systems is a plus.
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