Client Relations Specialist

1 week ago

Remote Set Up, Philippines WHR Global Consulting Full time

Job Title: Client Relations Specialist

Work Arrangement: Remote Set Up
Schedule: 12-hour shifts | No weekends off
Location: Remote Set Up
Employment Type: Contractual
Salary: USD 1900 to USD 2400

About the Role:
The Client Experience Associate (CEA) is a frontline member of RSF Agency’s Client Relations team. This role is responsible for managing real-time communication with clients via chat, voice, and email, ensuring a seamless and high-touch experience. CEAs are expected to manage VIP client interactions with tact and empathy, maintain service excellence, and resolve issues swiftly without escalation whenever possible. This position plays a critical role in maintaining RSF’s reputation.

Key Responsibilities:
Client Communication & Relationship Management
● Serve as the primary point of contact for assigned clients during your shift.
● Engage with clients via Telegram, WhatsApp, Zoom, and email to provide timely responses and resolutions.
● Maintain a calm, confident tone—especially with high-maintenance or high-value clients.
● Handle sensitive feedback, frustration, or confusion with empathy and professionalism.
Issue Resolution & Escalation
● Identify service issues, delays, or misunderstandings and resolve them directly when possible.
● Escalate critical or high-risk concerns to the Client Relations Manager with detailed context.
● Maintain an active escalation log in ClickUp for visibility and tracking.
VIP Client Handling
● Adapt tone and language to match client personalities while maintaining RSF’s brand voice.
● Understand and anticipate the expectations of English-fluent, nuanced VIP clients.
● Proactively manage communications to prevent dissatisfaction and service complaints.
Administrative Coordination
● Document all significant client interactions and updates in ClickUp and Telegram folders.
● Track and update client status reports, onboarding progress, and contract-related communications.
● Collaborate with other departments (Training, Chat, Content, Sales Ops) to ensure client needs are met promptly.
Service Excellence
● Uphold a 10-minute maximum response time to client inquiries during working hours.
● Practice proactive communication: update clients before they need to ask.
● Participate in internal training to stay updated on SOPs, client strategies, and tool usage (Telegram, ClickUp, Vault systems, etc.).
● Perform other related tasks as may be assigned.

Qualifications:
● 3+ years in a client-facing role with direct responsibility for chat, phone, and email service, preferably with a background in VIP Casino, Hospitality, Concierge, or as a Personal Assistant for a demanding wealthy client.
● Prior experience handling high-profile or VIP clients.
● Exceptional written and verbal English communication skills; sensitivity to tone and context is essential.
● Proven ability to de-escalate tense situations and manage demanding personalities.
● Strong organizational skills and attention to detail.
● Comfort with 12-hour shifts and rotating rest days (no weekends off).
● Tech-savvy: familiar with tools such as ClickUp, Google Workspace, Zoom, and Telegram.

Candidates with attached CV and relevant experience will be considered for a phone interview.

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