I. Job Overview
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.
II. Key Responsibilities

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.).
• And other tasks that may be assigned

III. Qualifications

• 3+ years in a client-facing role with direct responsibility for chat, phone, and email service, preferably has background with 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.

Job Type: Full-time
Pay: $20.00 - $24.00 per hour

Benefits:

• Work from home

Work Location: Remot

Please refer the Job description for details