Client Relations Supervisor

Focus Global; Mandaluyong; On-site; PHP 446,400 - 669,600; Full time

Job summary

Focus Global is seeking a Client Relations Supervisor to enhance the customer experience by fostering relationships with clients. You will coordinate with various teams to ensure exceptional after‑sales service and resolve complex customer concerns.

The ideal candidate has a Bachelor's Degree, at least 4 years of experience in customer service, and strong leadership skills. You’ll be responsible for evolving service operations and leading a team that prioritizes customer satisfaction.

Qualifications

• Bachelor’s Degree from a reputable university.
• At least 4 years of experience in customer experience and service.
• Proficient in Google Business Suite and Microsoft Office.
• Strong interpersonal skills and genuine enthusiasm in assisting customers.
• Ability to quickly address customer concerns and operational needs.
• Excited to collaborate with cross‑functional teams and share ideas.
• Proven leadership experience.

Responsibilities

• Coordinate with clients and teams to ensure smooth client experience.
• Oversee resolution of customer concerns and assure efficiency.
• Identify and implement strategies to improve customer service operations.
• Deliver tailored after‑sales service to VIP clients.
• Track and analyze service quality and customer satisfaction metrics.
• Lead training and onboarding of team members.
• Manage team performance through evaluations and coaching.

Skills

Customer experience skills

Interpersonal skills

Problem-solving skills

Leadership skills

Education

Bachelor’s Degree

Tools

Google Business Suite

Microsoft Office

Job description

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.

Key Responsibilities

• 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.

Job Qualifications

• 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, Metro Manila