Client Services Supervisor

Job Summary

We are looking for a Client Services Supervisor who will oversee assigned client accounts and ensure that clients receive consistent, responsive, and high-quality service. The role serves as a key point of contact between the company, clients, Field Coordinators, and deployed personnel.

The Client Services Supervisor will monitor client concerns, coordinate account requirements, oversee service delivery, and ensure that issues are addressed promptly and professionally.

Key Responsibilities

Client Account Management

• Supervise and monitor assigned client accounts and ensure that agreed service requirements are properly delivered.
• Maintain professional and positive relationships with clients and account representatives.
• Serve as a primary contact for client concerns, requests, feedback, and operational requirements.
• Conduct regular account check-ins and client coordination meetings as needed.
• Monitor client satisfaction and identify opportunities to improve service delivery.
• Understand client expectations, account requirements, schedules, and operational procedures.

Client Concerns and Issue Resolution

• Receive, document, and monitor client concerns and complaints.
• Coordinate with Field Coordinators, Operations, HR, Recruitment, and other departments to resolve account concerns.
• Ensure that client concerns are acknowledged and addressed within the appropriate timeframe.
• Monitor corrective actions and provide updates to clients when necessary.
• Escalate major operational, employee, or compliance concerns to management.
• Maintain proper documentation of client feedback, incidents, and resolutions.

Supervision of Field Coordinators

• Oversee assigned Field Coordinators and ensure that they properly manage their respective accounts.
• Monitor the Field Coordinators' daily activities, reports, site visits, and account updates.
• Provide coaching and guidance on client communication, issue handling, reporting, and account management.
• Review and validate reports submitted by Field Coordinators.
• Ensure Field Coordinators properly monitor Disers, merchandisers, and other deployed field employees.

Monitoring of Deployed Personnel

• Oversee the overall performance and service delivery of deployed personnel.
• Monitor attendance, punctuality, productivity, conduct, and compliance with client and company requirements.
• Coordinate with Field Coordinators regarding manpower shortages, replacements, transfers, and employee concerns.
• Ensure that client-specific policies and procedures are properly communicated and implemented.
• Monitor recurring employee or account concerns and recommend appropriate corrective actions.

Account Performance and Reporting

• Monitor account performance, manpower status, client feedback, and service-level concerns.
• Prepare and submit regular client/account performance reports to management.
• Review reports from Field Coordinators and ensure accuracy and timely submission.
• Track unresolved concerns and follow up until closure.
• Identify account risks and recommend preventive measures.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Human Resources, Operations Management, or a related field.
• At least 2–3 years of experience in client services, account management, operations, manpower/staffing, or a related field.
• Experience handling multiple client accounts is highly preferred.
• Experience supervising field personnel or Field Coordinators is an advantage.
• Strong client relationship management and communication skills.
• Excellent problem-solving and conflict-resolution skills.
• Strong leadership and organizational skills.
• Ability to handle multiple accounts and priorities simultaneously.
• Proficient in Microsoft Office/Google Workspace and report preparation.
• Willing to conduct field visits and travel to assigned client sites.
• Customer-oriented, professional, proactive, and results-driven.

Pay: Php28,000.00 - Php30,000.00 per month

Work Location: In person