Client Service Representative

1 week ago

Manila, National Capital Region, Philippines WHR Global Consulting Full time ₱100,000 - ₱120,000 per year

WHR Global Consulting is hiring a Casual/Temporary Client Service Representative role in Taguig, NCR. Apply now to be part of our team.

Job summary:

  • Looking for candidates available to work:
  • Monday: Morning, Afternoon
  • Tuesday: Morning, Afternoon
  • Wednesday: Morning, Afternoon
  • Thursday: Morning, Afternoon
  • Friday: Morning, Afternoon
  • Expected salary: ₱100,000 - ₱120,000 per month

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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