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
