Commercial Card Cardholder Service Client Service Specialist III (440) Manila
Be at the heart of client experience in a team that combines service excellence with technology-enabled solutions. You’ll help clients and their suppliers resolve issues quickly, adopt new capabilities, and strengthen day-to-day working relationships. Join a global firm where you can build consultative service skills, deepen product expertise, and grow your career. If you enjoy solving problems, communicating with confidence, and improving the customer journey, we’d like to meet you.
As a Client Service Account Manager in Operations, you will manage relationships with multiple clients and their suppliers while delivering high-quality service through phone and email channels. You will resolve routine and complex inquiries in a fast-paced environment and educate users on the products they use for expense reporting and payments. You will also act as an account manager by supporting reporting needs, coaching clients on best practices, and helping with new product adoption. You’ll work independently, partner with internal teams as needed, and focus on creating a best-in-class experience for both clients and suppliers.
Job responsibilities
- Resolve routine and complex client inquiries via phone and email in a high-volume service center environment
- Manage day-to-day servicing needs for multiple client relationships and support timely issue resolution
- Educate clients on product features, workflows, and best practices for expense reporting and payments
- Serve as an account manager by assisting with client reporting requests and usage insights
- Coach clients over the phone on new products and product enhancements to improve adoption
- Support supplier engagement to expand commercial card and ePayables acceptance
- Partner with client suppliers to address questions, remove obstacles, and improve the supplier experience
- Analyze issues to identify root causes, trends, and practical solutions
- Communicate effectively with stakeholders across multiple levels of the organization
- Document interactions accurately and follow established servicing procedures and controls
- Meet service quality standards, including customer satisfaction and quality expectations
Required qualifications, capabilities, and skills
- 3 years of experience in a call center environment handling inbound and outbound calls
- Excellent verbal and written communication skills
- Demonstrated analytical skills to research client inquiries and determine appropriate resolutions
- Strong problem-solving and issue-resolution skills in a fast-paced environment
- Ability to manage multiple client relationships and deliver consistent service quality
- Ability to work professionally with different levels of management and stakeholders
- Ability to work independently and exercise sound judgment while supporting clients
- Ability to perform under deadline pressure and maintain high attention to detail
- Proficiency with Microsoft Outlook, Word, and Excel
- Flexibility to adjust schedule and work overtime as needed
- Ability to work required shifts, including coverage during U.S. and Philippines holidays, based on business needs
Preferred qualifications, capabilities, and skills
- Bachelor’s degree
- 1 year of commercial card experience
- Experience supporting supplier enablement and acceptance programs
- Project management experience
- Advanced Microsoft Excel skills (e.g., pivot tables, lookups)
- Track record of strong quarterly customer satisfaction and quality scores