Customer Relations Associate - Services (Project-Based)

Customer Relations Services Associate – Project-Based

Cebu Landmasters, Inc. (CLI)
Employment Type: Project-Based

Job Summary

We are looking for a Customer Relations Services Associate who will serve as a key point of contact for customers and stakeholders, ensuring that inquiries, concerns, and service-related issues are handled professionally, promptly, and with a strong sense of ownership.

The role requires someone who is customer-oriented, composed under pressure, highly communicative, and comfortable coordinating with different departments to resolve concerns and manage customer expectations.

This is a highly customer-facing role suited for a professional who can confidently handle difficult conversations, work through escalations, and maintain a positive and professional experience for customers.

Key Responsibilities

• Act as a primary point of contact for customers regarding inquiries, requests, concerns, and service-related matters.
• Listen to and understand customer concerns, including complaints and escalated issues, and provide appropriate assistance or resolution.
• Take ownership of customer concerns by coordinating with relevant internal departments and ensuring appropriate follow-through until resolution.
• Communicate updates, requirements, timelines, and resolutions clearly and professionally to customers and stakeholders.
• Manage customer expectations when concerns require coordination, investigation, or action from other departments.
• Handle challenging or sensitive customer interactions with patience, composure, professionalism, and sound judgment.
• Coordinate with internal teams and stakeholders to facilitate timely resolution of customer concerns.
• Ensure that customer concerns and necessary actions are properly documented and monitored.
• Identify recurring concerns and provide relevant feedback or recommendations to improve customer experience and service delivery.
• Perform other customer relations and coordination responsibilities that may be assigned from time to time.

Qualifications

• Bachelor's degree in Business, Marketing, Communications, Hospitality, Real Estate, or a related field.
• Preferably with 3–4 years of experience in customer relations, client servicing, customer service, property/real estate, hospitality, banking, BPO, or other customer-facing environments.
• Experience handling customer complaints, escalations, complex concerns, or service recovery is highly preferred.
• Experience working in a corporate or professional environment is an advantage.
• Strong verbal and written communication skills, particularly in English and Filipino.
• Able to communicate concerns, explanations, and resolutions clearly and confidently.
• Demonstrates professional maturity, patience, and composure when dealing with demanding customers or high-pressure situations.
• Strong interpersonal and stakeholder management skills.
• Able to coordinate effectively with different departments and follow through on customer concerns.
• Demonstrates sound judgment and the ability to determine when to independently address a concern and when to seek assistance or escalate.
• Organized and capable of managing multiple customer concerns and priorities simultaneously.
• Customer-oriented, accountable, adaptable, and willing to take ownership of issues.
• Willing to work onsite and under a project-based employment arrangement.

What We're Looking For

Beyond customer service experience, we are looking for someone who can demonstrate:

Customer Maturity – Comfortable dealing with different types of customers, including those who are upset, demanding, or dissatisfied.

Professional Communication – Able to articulate concerns, explanations, and solutions clearly and confidently.

Composure Under Pressure – Can manage multiple concerns and demanding situations without losing professionalism or focus.

Ownership & Follow-Through – Does not simply endorse a concern to another department; takes responsibility for coordinating and following through until the customer receives appropriate assistance.

Stakeholder Management – Can work effectively with internal teams and external stakeholders to resolve customer concerns.

Judgment & Problem-Solving – Knows how to assess a concern, provide appropriate options within company policies, and determine when escalation is necessary.