Role Overview
The Business Development Specialist will serve as the primary liaison between clients and Atheel CX, ensuring seamless communication, exceptional service delivery, and a positive end-to-end client journey. This role requires a strong balance of relationship management, analytical insight, and cross-functional collaboration to enhance client satisfaction, drive retention, and support business growth.
Key Responsibilities
Client Relationship Management
- Act as the primary point of contact for client experience initiatives, inquiries, and escalations.
- Build and maintain strong, trust-based relationships with clients to ensure long-term partnerships and satisfaction.
Client Feedback & Insights
- Monitor and evaluate client feedback through surveys, calls, and digital channels.
- Analyze trends and prepare actionable insights to enhance the client journey and overall satisfaction.
Issue Resolution & Support
- Resolve client issues promptly, ensuring professional handling and a positive outcome.
- Support onboarding and implementation processes for new clients, ensuring a smooth and well-coordinated transition.
Contracts, Proposals & Coordination
- Collaborate with the procurement and legal teams to review and manage client contracts and tenders.
- Prepare and send proposals aligned with client requirements and company standards.
- Handover finalized contracts and proposals to the Project Manager for both internal and external kick-off meetings, ensuring clarity of scope, deliverables, and expectations.
Collaboration & Service Delivery
- Partner with Operations, HR, Training, and Quality teams to align on client requirements and optimize service delivery.
- Ensure adherence to company policies, client contracts, and SLA commitments.
Performance Measurement & Reporting
- Track, measure, and report on client satisfaction, loyalty, and retention metrics.
- Prepare and present regular reports to management, highlighting client performance, risks, and opportunities.
Continuous Improvement & Growth
- Identify pain points across the client journey and recommend process enhancements.
- Explore opportunities for organic growth by suggesting upselling, cross-selling, or service expansion initiatives.
Other Duties
- Perform other related tasks as assigned to support the overall success of the client experience function.
Requirements
- Bachelor’s degree in Business Administration, Communications, or related field.
- Minimum 2 years of experience in Client Success, Customer Experience, or Account Management (preferably within a BPO/contact center environment).
- Familiarity with contracts, tenders, and proposal management processes is a plus.
- Strong communication, negotiation, and conflict resolution skills.
- An analytical mindset with the ability to interpret feedback and data into actionable strategies.
- Proven experience collaborating cross-functionally with Operations, HR, Training, and Quality teams.
- Excellent organizational and reporting skills.
- Proficiency in MS Office (Excel, PowerPoint, Word).
Preferred Qualifications
- Background in the contact center or BPO industry.
- Knowledge of client experience frameworks and methodologies (e.g., NPS, CSAT).
- Fluency in English (written & spoken).
For more information, send a WhatsApp message to 01501969794 (mention Business Development Specialist).
