Client Relations Supervisor

19 hours ago

Mandaluyong City, National Capital Region, Philippines Focus Global Inc Full time ₱900,000 - ₱1,200,000 per year

About the Role:

Our Client Relations Supervisor plays a vital role in enhancing the FGI customer experience by fostering strong relationships with our clients and ensuring the delivery of exceptional after-sales service.

You'll work closely with various teams, including designers, project coordinators, technicians, and installers, to ensure smooth communication and coordination with clients. You are solution-oriented and thrive in an environment where you can resolve complex customer concerns while implementing strategic improvements in service operations. As a leader, you will guide your team toward continuous development and ensure they have the tools and resources they need to succeed.

What you will be doing:

  • Stakeholder Engagement: Coordinate with clients, in-house designers, project coordinators, technicians, and installers to address after-sales service issues and ensure a smooth client experience
  • Problem-Solving: Oversee the resolution of customer concerns by finding the best solutions and ensuring that issues are addressed quickly and efficiently
  • Process Improvement: Identify, suggest, and implement strategies to improve customer service operations, enhance productivity, and boost profitability
  • Key Client Support: Deliver tailored after-sales service to VIP clients
  • Service Quality Metrics: Regularly track and analyze service quality and customer satisfaction through defined metrics
  • Knowledge Management: Lead training and onboarding of team members, keep knowledge resources updated, and identify areas for improvement based on customer feedback
  • Team Leadership: Lead a team in delivering high-quality service and building lasting customer relationships, while managing team performance through regular evaluations and coaching

What will set you up for success:

  • Bachelor's Degree from a reputable university
  • At least 4 years of experience in customer experience and service
  • Proficient in Google Business Suite (GDocs, GSheets, GSlides) and Microsoft Office
  • Strong interpersonal skills and genuine enthusiasm in assisting customers and providing client solutions
  • Ability to quickly address customer concerns and operational needs
  • Excited to collaborate with cross-functional teams and share ideas (We value radical candor.)
  • Proven leadership experience

Location
: Mandaluyong

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