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!