Client Relations Associate

Focus Global Inc; Mandaluyong; On-site; PHP 279,000 - 446,000; Full time

Job summary

Focus Global Inc. is seeking a Client Relations Associate in Metro Manila to support our team in delivering exceptional customer experiences by building engaging relationships with clients and championing high-quality after-sales service.

You will work closely with service teams as the point of contact for customer needs, ensuring proactive problem solving, strong communication, and collaboration with cross-functional teams to meet customer expectations and maximize product usage.

Qualifications

• Bachelor's degree in Hospitality Management, Business or related field.
• Experience with Google Workspace (Docs/Sheets) and Microsoft Office tools.
• Ability to quickly set up courses of action for sudden customer concerns or operational needs.
• Excellent interpersonal skills and a genuine desire to help people.
• Willingness to collaborate with cross-functional teams and share feedback.

Responsibilities

• Engage with customers and coordinate with clients, designers, project coordinators, technicians and installers regarding after-sales issues and schedules.
• Build trust and rapport with customers and maintain strong relationships.
• Have thorough product knowledge and provide a range of support to fit customer needs.
• Monitor queries, identify solutions, and escalate when needed to stakeholders.
• Document recurring concerns and assess service quality to recommend improvements.

Skills

Customer service

Relationship building

Communication

Problem solving

Cross-functional collaboration

Education

Bachelor's degree in Hospitality Management, Business or related field

Tools

Google Docs

Google Sheets

Microsoft Office

Job description

The Client Relations Associate will support the Focus Global team in developing an excellent customer support experience by building engaging relationships with our clientele and will be in the front lines of championing the consistent delivery of high quality, top class after-sales service for our customers.

As our Client Relations Associate, you will be working closely with our service teams as the point of contact for any of our customers’ needs. You are customer-centric and quick on your feet: a problem solver who is enthusiastic about providing the best range of solutions to ensure that our customers’ expectations are met and that our products are utilized to their best potential. You are also a relationship builder: ensuring that our community of clients are highly satisfied and continue to trust Focus Global’s service, creating an overall happy customer experience.

Key Responsibilities:

• Stakeholder communications: Engage with our customers and ensure proper coordination with clients, in-house designers, project coordinators, technicians, and installers regarding after-sales service issues and schedules
• Relationship management: Build trust and rapport with our customers and maintain strong, engaging relationships
• Product knowledge: Have a thorough understanding of Focus Global’s products and be able to provide a range of support that best fit our customers’ needs
• Resolution: Monitor customer queries, identify optimal solutions to concerns, and ensure prompt escalation to appropriate stakeholders
• Documentation and analysis: Keep track of recurring customer concerns, assess service quality and customer satisfaction using identified service metrics, and recommend improved courses of action to concerned departments
• Process improvements: Develop strategies and improvements on customer service operations, enhancing productivity and profitability systems

You are an ideal candidate if you:

• Have a Bachelor's Degree in Hospitality Management, Business or any related course - fresh graduates and experienced team members are welcome to apply!
• Have experience in using Google Business Suite (GDocs, Gsheets) and Microsoft Office tools
• Have a demonstrated ability to quickly set up courses of action for sudden customer concerns or operational needs
• Possess excellent interpersonal skills and have a genuine desire to help people and provide the best solutions
• Are excited about collaborating with cross-functional teams and sharing your ideas! (We believe in radical candor - everyone is empowered to speak their mind and constantly share feedback)
• Are looking to work with world-class brands that are identified as international leaders in the innovation and marketing of home furnishing products!