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Client Relations Specialist (Remote Set Up)

W

WHR Global Consulting

100 - 120K PHP
Contract
Remote
Client RelationsRelationship ManagementInterpersonal Skills

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
  • 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.