Client Service Officer

Professional Field: Customer Service, Hospitality Management or equivalent

Direct Report: Client Services Supervisor

About RainTree Care

RainTree Care is a leading provider of high-quality senior care in the Philippines. We operate home-like residences where older adults receive personalized support, meaningful engagement, and compassionate service from a dedicated multidisciplinary team.

Position Goals

The Resident Services Officer (RSO) is responsible for ensuring consistent, high-quality resident care and experience across both Oasis Aged care Village and Bahay Doña Rosario. The role serves as a key bridge between residents, families, and the multidisciplinary care team, helping to ensure that needs are heard, addressed, and followed through in a timely and compassionate manner. RSO will also be the central point of coordination for resident care touchpoints, ensuring that residents' emotional, and practical needs are consistently met, and that families are well-informed, supported, and engaged throughout the resident's stay at Raintree Care.

Responsibilities

· Conduct daily/weekly resident rounds in both Oasis and BDR to proactively identify needs, concerns, and opportunities to improve the resident experience.

· Engage residents in conversations about their comfort, preferences, routines, and feedback on services.

· Monitor follow-through on identified concerns by coordinating with Clinical, Admin, Facility, and, Client Services, or other teams as needed with the supervision of CSS and CSO.

· Track recurring issues and trends in resident feedback and raise them for discussion during internal meetings and huddles with Client Services Department.

· Complaints, Feedback, and Complaint Tracker

· Log all complaints, feedback, and service issues using the Complaint Tracker in Click Up in a complete and timely manner.

· Classify issues appropriately (e.g., low/medium/high priority, safety-related, service-related, etc.) and escalate to the appropriate person or department with the supervision of CSS and CSO.

· Coordinate and follow up to the relevant departments to ensure that corrective actions are implemented within agreed timelines.

· Provide status updates to residents and/or families regarding the progress and resolution of their concerns.

· Support in generating simple summaries or reports from the complaint tracker to highlight trends and opportunities for improvement.

· Move-in Onboarding and Orientation

· Support the move-in process by welcoming new residents and families on their first day and setting clear expectations about routines, services, and key contacts.

· Orient residents and families to the facility layout, daily schedule, visiting guidelines, communication channels, and general house rules.

· Check in with new residents and families during the first few days and weeks to support a smooth adjustment period.

· Family Communication and Relationship Management

· Serve as one of the primary non-clinical point of contact for families regarding general updates, non-emergency concerns, and service-related queries.

· Help manage expectations by communicating both the scope and limits of services provided by the facility.

· Documentation, Reporting, and Process Improvement

· Maintain accurate, timely, and organized records of resident interactions, concerns, requests, and resolutions.

· Support the preparation of simple dashboards or summaries related to resident experience, complaints, and service trends.

· Identify recurring pain points and propose practical improvements to workflows, communication processes, or resident touchpoints.

Benefits

• Stable, long-term opportunity
• Morning shifts
• Paid overtime
• 5-day work week
• Paid Ph holidays yearly leave credits and HMO upon regularization
• Annual Performance Bonus
• Commissions for every successful booking

Qualifications

• Diploma or BS/BA in Hospitality Management, Business, Communication, Psychology, or related field
• Willing to work on site (Pasay and Muntinlupa location)
• Willing to work overtime, some weekends, and some holidays
• Strong command of English language, both written and oral
• Highly organized with superb attention to detail
• Resourceful, decisive, and able to problem-solve
• Empathetic and approachable, with a strong commitment to resident and family care
• Experience in Hospitaly/Tourism/Event Management is an advantage

Job Types: Full-time, Permanent

Pay: Php28, Php35,000.00 per month

Benefits:

• Additional leave
• Health insurance
• Opportunities for promotion
• Paid training
• Pay raise

Ability to commute/relocate:

• Pasay: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• What interests you most in working with seniors and their families?

Experience:

• Hospitality or Service Industry : 3 years (Preferred)

Work Location: In person