Job Title: Client Relations Specialist

Work Arrangement: Remote Set Up

Schedule: 12-hour shifts | No weekends off

Location: Remote Set Up

Employment Type: Contractual

Salary: USD 1900 to USD 2400

About the Role

The Client Experience Associate (CEA) is a frontline member of RSF Agency’s Client Relations team. This role is responsible for managing real-time communication with clients via chat, voice, and email, ensuring a seamless and high-touch experience. 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

Client Communication & Relationship Management

• 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

Issue Resolution & Escalation

• 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

VIP Client Handling

• 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

Administrative Coordination

• 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

Service Excellence

• 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

• 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.