Account Management & Engagement Associate (BPO)

OVERALL JOB PURPOSE:
Account Management & Engagement Associate is responsible for ensuring smooth operational coordinating, proactive performance monitoring, and timely resolution of client-related issues. This role serves as the primary liaison between internal stakeholders and clients, ensuring alignment to service commitments (SLA), elevating seller experience, and driving continuous improvement through strong communication and relationship management.
DUTIES & RESPONSIBILITIES:
We put clients at the heart of everything we do. All responsibilities aim to build and maintain strong long-term relationships with clients and enhance loyalty.
Operation Management :
• Monitor daily backlog performance, especially during campaigns, ensuring service level agreement (SLA) performance and quick reactions when issue arise.
• Support clients with operational processes (onboarding, stock withdrawal, inbound coordination...).
• Track key metrics impact operational quality and escalate bottlenecks to relevant teams for fast resolution.
• Understand dispute handling standard operations process (SOP) clearly; push timely feedback to improve appeal success and client experience.
Stakeholder Management & Communication :
• Act as the main point of contact for customers and internal stakeholders regarding daily operational matters.
• Collaborate cross-functionally (Operations, Customer Service... ) to resolve issues efficiently and maintain service reliability.
• Proactively communicate and negotiate solutions for customer requests beyond the contract scope, ensuring balance.
• Drive clarity and alignment across all parties to minimize service disruptions and enhance customer satisfaction
Other Responsibilities
• Contribute to process enhancement initiatives to optimize operational efficiency and better customer experience
• Other tasks as assigned by line manager
• Working time: 48 hours/week (from Monday to Saturday, from 9AM - 18PM)