Client Success Manager (Mandarin / English)

About the role

Agents Only LLC is seeking a Client Success Manager (Mandarin / English) to join our dynamic team in Metro Manila on a full-time basis. This is a strategic supervisory position that combines team leadership with direct client engagement, ensuring our clients receive exceptional service whilst building and managing a high-performing team. As Client Success Manager, you will be the bridge between our clients and our operations team, driving client satisfaction, retention and business growth. This role is pivotal in maintaining our reputation for excellence and fostering long-term client relationships in the call centre and customer service industry.

Key responsibilities

• Lead, supervise and mentor a team of customer service professionals, ensuring consistent adherence to service standards and company policies

• Manage direct client relationships and serve as the primary point of contact for key accounts, addressing concerns and implementing solutions

• Monitor and analyse team performance metrics, including call handling times, customer satisfaction scores and first-contact resolution rates

• Conduct regular coaching and performance reviews with team members to support professional development and career progression

• Identify opportunities for process improvements and implement initiatives to enhance team efficiency and client satisfaction

• Provide escalation support for complex client issues and develop action plans to resolve concerns promptly

• Prepare and present regular reports on team performance, client feedback and service level achievements to senior management

• Conduct quality assurance reviews and provide constructive feedback to ensure service excellence

• Participate in recruitment, onboarding and training of new team members

• Liaise between clients and internal teams to ensure effective communication and timely service delivery

What we're looking for

• Proven supervisory or team leadership experience in a call centre, customer service or similar fast-paced environment

• Fluency in both Mandarin Chinese and English (written and spoken) – essential for this role

• Strong understanding of customer service principles and best practices in delivering exceptional client experiences

• Excellent communication and interpersonal skills with the ability to build rapport with clients and lead teams effectively

• Demonstrated ability to analyse data, interpret performance metrics and make data-driven decisions

• Problem-solving mindset with the capability to handle challenging situations with professionalism and composure

• Experience with customer relationship management (CRM) systems and call centre technology

• Strong organisational and time management skills with the ability to prioritise multiple tasks

• Leadership qualities that inspire team motivation and foster a positive working environment

• Familiarity with service level agreements (SLAs) and client performance management

• Preferred: experience managing multilingual teams or international client bases

What we offer

At Agents Only LLC, we invest in our people and their success. We offer competitive remuneration packages commensurate with experience, opportunities for professional development and career progression within a growing organisation. We value work-life balance and provide a supportive, collaborative working environment where your contributions are recognised and rewarded. Our team enjoys regular training and development opportunities, performance incentives and the chance to work with diverse, international clients. We foster an inclusive culture where innovation is encouraged and individual talent is celebrated.

About us

Agents Only LLC is a leading call centre and customer service provider, dedicated to delivering exceptional client solutions and support services. We specialise in providing multilingual customer service excellence across diverse industries and markets. Our mission is to empower our clients through outstanding service delivery whilst creating rewarding career opportunities for our talented team members. With a commitment to innovation, quality and continuous improvement, we have established ourselves as a trusted partner for businesses seeking reliable customer engagement solutions. Our success is built on the expertise, dedication and diverse perspectives of our team, and we pride ourselves on maintaining the highest standards of professionalism and client satisfaction.

Apply now

If you are a dynamic leader with the language skills and customer service expertise we are seeking, we would like to hear from you. Please submit your CV, a cover letter detailing your relevant experience, and any supporting documentation to our recruitment team. Join Agents Only LLC and make a meaningful impact in a role where your leadership and bilingual capabilities will be truly valued.