Customer Service Manager

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Role Overview

The Client Service Manager will be responsible for managing client relationships, ensuring timely and accurate delivery of background verification services, and driving customer satisfaction. This role acts as a bridge between clients and internal teams, ensuring smooth onboarding, execution, and resolution of client queries.

Key Responsibilities

• Serve as the primary point of contact for assigned clients in the BGV domain.
• Understand client requirements and customize verification processes accordingly.
• Coordinate with internal verification teams to ensure timely completion of cases.
• Monitor SLAs and KPIs to maintain service quality and turnaround time.
• Handle escalations and resolve client issues with professionalism and urgency.
• Conduct regular client reviews and feedback sessions.
• Maintain accurate documentation and reports for client interactions and service delivery.
• Collaborate with sales and operations teams for client onboarding and renewals.
• Identify opportunities for upselling or cross-selling BGV services.

Required Skills & Qualifications

• Bachelors degree in Business Administration, HR, or related field.
• 7+ years of experience in client servicing, preferably in the BGV or HR services industry.
• Strong communication and interpersonal skills.
• Ability to manage multiple client accounts and prioritize tasks.
• Proficiency in CRM tools and MS Office Suite.
• Problem-solving mindset with attention to detail.
• Knowledge of BGV processes, compliance standards, and industry best practices.

Preferred Attributes

• Experience working with large enterprise clients.
• Familiarity with data privacy laws and employment verification protocols.
• Ability to work under pressure and meet tight deadlines.
• A proactive attitude and customer-first approach