Opening for Client lead

Client lead

5-10 yrs
Best Of Industry

Job description
  • Graduation in any discipline.

Minimum 5+ years in handling and supporting overseas clients

  • Experienced in client interaction through e-Mail / chats / phone
  • Experience in relevant industry would be preferable
  • Experience in directly managing a team would be an added advantage
  • sounds confident, assertive on customer calls (video and/or audio conference)
  • Highly organized, self-motivated and passion for creating customer satisfaction
  • Takes ownership of the process/team end-to-end to achieve organisations and customer’s objective
  • Demonstrates high level of energy, is flexible, is multi-tasking, etc.
  • Proficiency in Browsing, MS – Office suite
  • Knowledge in designing software’s for Print and Digital Advertising industry or Printing Technology knowledge would be added advantage



Evaluation Metric -2 KRA PERFORMANCE  (Client Management)

  •  Single point contact for the client and the senior management for a specific shift/team
  • Must be organized with good project management, sales and strategic planning abilities
  •  Must have in-depth knowledge about the company's products and services; and be comfortable training end users in one-on-one and group settings
  • Must have strong problem-solving and follow-through skills and be able to work independently, lead teams and interact with various levels of management


Evaluation Metric -3 KRA PERFORMANCE  (Project Management)

  •  Oversee and coordinate the day-to-day shift/team activities
  • Oversee and coordinate client escalated production/operational issues

 Closely work with production/operations team on staffing schedules

  • Manage and oversee effective dissemination of client information to the production teams and maintain appropriate documentation in line with ISO & QMS requirement
  • Responsible for quality and timely completion of all self- and team- deliverables
  • Monitor the effectiveness of the processes and recommend continual improvements
  • Ensure that the feedback from Revision analysis / star ratings are disseminated to the team members and taking ownership of the appropriate action items for improvement
  • Timely flagging of issues to management through organised (preferred) and ad hoc channels

Evaluation Metric -4 KRA PERFORMANCE  (Reports Management)

  • Manage and maintain all client dashboards and responsible for distribution of reports in an agreed timeframe or SLA
  •   Manage and improve service levels
  •  Manage and maintain demand/volume vs. capacity reports and provide necessary insights to internal and external stakeholders
  • Responsible for timely preparing Service Recovery Reports for defective products

Follow a systematic triage process when responding to customers on escalations



Desired candidate profile
Qualification: Graduates