Client Service Representative

WHR Global Consulting is hiring a Casual/Temporary Client Service Representative role in Taguig, NCR. Apply now to be part of our team.

Job summary:

• Looking for candidates available to work:
• Monday: Morning, Afternoon
• Tuesday: Morning, Afternoon
• Wednesday: Morning, Afternoon
• Thursday: Morning, Afternoon
• Friday: Morning, Afternoon
• More than 4 years of relevant work experience required for this role
• Expected salary: ₱100,000 - ₱120,000 per month

Salary: USD 1900 to USD 2400

About the Role:

CEAs are expected to manage VIP client interactions with tact and empathy, maintain service excellence, and resolve issues swiftly without escalation whenever possible. This position plays a critical role in maintaining RSF’s reputation.

Key Responsibilities:

• Serve as the primary point of contact for assigned clients during your shift.
• Engage with clients via Telegram, WhatsApp, Zoom, and email to provide timely responses and resolutions.
• Maintain a calm, confident tone—especially with high-maintenance or high-value clients.
• Handle sensitive feedback, frustration, or confusion with empathy and professionalism.

• Identify service issues, delays, or misunderstandings and resolve them directly when possible.
• Escalate critical or high-risk concerns to the Client Relations Manager with detailed context.
• Maintain an active escalation log in ClickUp for visibility and tracking.

• Adapt tone and language to match client personalities while maintaining RSF’s brand voice.
• Understand and anticipate the expectations of English-fluent, nuanced VIP clients.
• Proactively manage communications to prevent dissatisfaction and service complaints.

• Document all significant client interactions and updates in ClickUp and Telegram folders.
• Track and update client status reports, onboarding progress, and contract-related communications.
• Collaborate with other departments (Training, Chat, Content, Sales Ops) to ensure client needs are met promptly.

• Uphold a 10-minute maximum response time to client inquiries during working hours.
• Practice proactive communication: update clients before they need to ask.
• Participate in internal training to stay updated on SOPs, client strategies, and tool usage (Telegram, ClickUp, Vault systems, etc.).
• Perform other related tasks as may be assigned.

Qualifications:

• 3+ years in a client-facing role with direct responsibility for chat, phone, and email service, preferably with a background in VIP Casino, Hospitality, Concierge, or as a Personal Assistant for a demanding wealthy client.
• Prior experience handling high-profile or VIP clients.
• Exceptional written and verbal English communication skills; sensitivity to tone and context is essential.
• Proven ability to de-escalate tense situations and manage demanding personalities.
• Strong organizational skills and attention to detail.
• Comfort with 12-hour shifts and rotating rest days (no weekends off).
• Tech-savvy: familiar with tools such as ClickUp, Google Workspace, Zoom, and Telegram.

Candidates with attached CV and relevant experience will be considered for a phone interview.