Client Relationship Officer

About the Role

Concepcion-Carrier Air Conditioning Company (CCAC), a member of the Concepcion Industrial Corporation group, is looking for a Client Relationship Officer to join our Integrated CRAFT team. You'll serve as the primary point of contact for a portfolio of client accounts — monitoring, coordinating, and resolving concerns to deliver consistent, high-quality client satisfaction. This role works closely with internal departments to make sure client needs are addressed accurately and on time.

What You'll Do

• Respond promptly and professionally to client inquiries and service concerns, working toward an average ticket resolution time of 4 days
• Handle escalations referred from the Contact Center, providing an initial resolution within 3 business hours
• Monitor and update assigned Freshdesk tickets daily, proactively flagging at-risk or pending cases before they escalate
• Coordinate with Business Partners and internal departments to gather service reports and close out tickets efficiently
• Manage service complaints with empathy and a resolution-focused approach
• Act quickly and decisively during service disruptions, offering clients alternate solutions while a permanent fix is in progress
• Lead monthly governance meetings with assigned accounts — documenting minutes and tracking that all raised concerns are resolved
• Maintain accurate, real-time logs of client interactions (tickets, calls, SMS, Teams messages, escalations)

What We're Looking For

• Bachelor's degree, preferably in Business Administration, Marketing, or a related field
• 5 years of experience as a Customer Service Representative handling client concerns or escalations; experience in an air-conditioning, HVAC, or similar technical/service industry is a strong advantage
• Strong verbal and written communication skills, with the ability to manage difficult conversations professionally and empathetically
• Basic proficiency in MS Excel and PowerPoint
• Familiarity with Freshdesk, SharePoint, or similar CRM/ticketing platforms is a plus
• Detail-oriented and organized, with the ability to manage multiple accounts under time pressure
• A proactive, ownership-driven mindset — someone who resolves issues before they escalate