Client Services Specialist I (901)
On-siteCape Town, Western Cape, South Africa
Job Summary
Manage and strengthen direct client relationships as the primary point of contact for assigned accounts. Execute a structured client contact strategy to ensure effective communication, engagement, and satisfaction. Manage all commercial and financial tracking, including forecasting, invoicing, and reporting, while delivering accurate analysis and recommendations. Balance client requirements with operational and commercial objectives by influencing decision-making and negotiating win-win outcomes. Collaborate closely with operational leads and internal teams to align delivery with client priorities and drive improvement initiatives. Identify risks, issues, and opportunities proactively to ensure high-quality service aligned with both client and business objectives.
Required Qualifications
- Demonstrable experience in Client Services within account management, operations management, sales, project management, or outsourcing environments
- Proven experience managing senior-level client relationships and delivering performance improvements
- Strong understanding of contact center metrics and pricing structures
- Experience in financial forecasting and invoicing
- Extensive knowledge of contact center operations and service delivery models
- Strong organizational, time management, and problem-solving skills
- Excellent written and verbal communication skills with high levels of numeracy and literacy
- Ability to influence, negotiate, and build trust with clients and internal stakeholders
- Proven ability to add measurable value to client business outcomes
- High energy, resilience, enthusiasm, and a positive, solution-oriented mindset
- Experience working with BPO clients at a management level
- 3 years' experience within a client services role
- Emotional Intelligence
- Understanding and managing one's own emotions and the emotions of others to foster positive relationships and enhance the impact of action
- Listens actively to the (emotional) needs of your team members, strives to understand them and acts appropriately to build positive relationships
- Visionary leadership often requires taking initiative, managing risks, and driving innovation
- Clear, persuasive, and empathetic communication is a cornerstone of effective leadership
- Effective interpersonal skills are essential for teamwork and building strong professional relationships
- Being receptive to different perspectives helps in building meaningful relationships
- Problem-solving is the process of analyzing an issue, finding its causes, and figuring at the best way to fix it
- Solution orientation is the mindset of focusing on solutions instead of just the problem
- Achievement-oriented individuals strive for efficiency and effectiveness in their work
- They analyze situations to overcome obstacles and achieve results
Desired Qualifications
- Experience in contract management, including commercial negotiation and contractual agreements
- USA client exposure
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.