Senior Customer Service

Full Job Description: Client Service Officer

Role Summary

The Client Service Officer is responsible for maintaining high-quality relationships with existing clients and ensuring their needs are met promptly and professionally. This involves troubleshooting issues, managing administrative tasks, and coordinating with internal departments to provide a seamless client experience.

Key Responsibilities

• Relationship Management: Act as the main point of contact for a portfolio of clients; build trust and long-term loyalty through regular check-ins.
• Inquiry & Problem Resolution: Analyze and resolve client issues, from simple billing questions to complex service delivery failures.
• Onboarding & Training: Guide new clients through the setup process and train them on how to use the company’s products or platforms.
• Administrative Support: Maintain accurate client records in CRM systems (like Salesforce or HubSpot), process contracts, and prepare service reports.
• Internal Liaison: Collaborate with sales, technical, and finance teams to ensure client requests are fulfilled and service-level agreements (SLAs) are met.
• Upselling Support: Identify opportunities where the client might benefit from additional services and relay these leads to the sales team.

Required Skills & Qualifications

• Communication: Exceptional verbal and written English (and often Filipino) skills for professional correspondence.
• Problem-Solving: The ability to think on your feet and de-escalate high-pressure situations with empathy.
• Technical Proficiency: Skilled in MS Office (Excel/Word) and experienced in using CRM software.
• Attention to Detail: High accuracy in data entry and contract management.
• Education: Typically requires a Bachelor’s Degree in Business, Communications, Finance, or a related field.