Client Services Specialist 1

Overview

The Client Services Specialist I reports into Account Manager of Client Services and is responsible for managing and strengthening direct client relationships. This role works closely with Teleperformance operational leads and internal stakeholders across the UK and South Africa to ensure the delivery of high-quality service aligned to both client and business objectives.

• The successful candidate will be highly organized, self-motivated, and client-focused, with the ability to innovate, motivate, and inspire. The Client Services Specialist I   will be accountable for commercial and financial performance across assigned accounts, balancing client expectations with Teleperformance requirements through strong commercial acumen, proactive client engagement, and data-driven insight.

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 (USA client exposure advantageous).
• 3 years’ experience within a client services role

Desirable

• Experience in contract management, including commercial negotiation and contractual agreements.

Responsibilities

• Act as the primary point of contact for assigned client accounts, maintaining strong, trusted relationships.
• Execute a structured client contact strategy to ensure effective communication, engagement, and satisfaction.
• Manage all commercial and financial tracking for assigned accounts, including forecasting, invoicing, and reporting.
• Deliver accurate and timely reporting with meaningful analysis, insights, and recommendations.
• Balance client requirements with operational and commercial objectives of Teleperformance.
• Influence client decision-making and negotiate win-win outcomes for all stakeholders.
• Collaborate closely with operational leads and internal teams to align delivery with client priorities.
• Identify risks, issues, and opportunities proactively and drive improvement initiatives.
• Plan, coordinate, and communicate activities across departments while adapting to changing business needs.

Skills & Competencies Required: 

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.  

Entrepreneurship 

• Visionary leadership often requires taking initiative, managing risks, and driving innovation. 

Communication 

• Clear, persuasive, and empathetic communication is a cornerstone of effective leadership. 

Collaboration   

• Effective interpersonal skills are essential for teamwork and building strong professional relationships. 

Open-Mindedness 

• Being receptive to different perspectives helps in building meaningful relationships. 

Solution Orientation 

• 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. 

They work together because: 

• Problem-solving helps understand the issue. 

• Solution orientation keeps to things positive and action-focused instead of getting stuck on obstacles. 

Together, they ensure both analysis and action to fix problems efficiently 

Process Excellence  

• Achievement-oriented individuals strive for efficiency and effectiveness in their work. 

Critical Thinking 

• They analyze situations to overcome obstacles and achieve results