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