Premium Relationship Manager – Philippines

BASIC JOB SUMMARY:
We seek a customer-focused and driven Premium Relationship Manager to join our team. This role is essential for deepening client engagement by delivering exceptional service, driving customer success, and ensuring client satisfaction through proactive communication and support. The ideal candidate is experienced with high-touch VIP or White Glove accounts and thrives in a high-call-volume environment.

JOB RESPONSIBILITIES:
Onboarding and Account Management
• Welcome and onboard Premium subscribers, providing a seamless start with tailored product demonstrations and profile optimization.
• Conduct custom product demos to help Premium subscribers fully understand and leverage our platform.
• Guide subscribers through setting up and optimizing their profiles, ensuring a strong and impactful presence.
• Configure at least one saved search per subscriber, customized to connect them with relevant opportunities aligned to their goals.

Subscriber Support and Success
• Act as the primary point of contact for all queries, issues, and feedback from Premium subscribers, committing to same-business-day responses.
• Make at least 20 daily outbound calls to connect with and support Premium subscribers, ensuring proactive engagement.
• Consistently gather insights and feedback, collaborating with internal teams to enhance product offerings and the subscriber experience.


DESIRED QUALIFICATIONS:
• Current or prior experience working with VIP or White Glove customers, providing high-touch, customer-centric support.
• Proven record of making 50+ daily customer calls, demonstrating resilience and dedication.
• Background in customer service, sales, or a related field, ideally within a BPO or customer experience-focused company.
• Exceptional communication and interpersonal skills, with a natural ability to engage and build relationships.
• Strong organizational and time-management skills, with a proactive approach.
• Familiarity with CRM systems like HubSpot or similar for managing client relationships.
• Passionate about delivering outstanding customer experiences and able to work independently while thriving in a team setting.

WHAT SUCCESS LOOKS LIKE:
• 20+ calls daily to Premium subscribers to ensure consistent engagement and satisfaction.
• 100% profile setup completion for all new Premium members.
• One custom saved search per client aligned with their specific needs.
• CSAT score of 4.5 or higher reflects a high customer satisfaction standard.
• Same-business-day follow-up on all subscriber inquiries and issues, reinforcing a commitment to client success.

PROFESSIONAL DEVELOPMENT COMMITMENT:
Ethos Support values professional growth. We offer opportunities for skill-building and career advancement, encouraging team members to expand their customer experience and relationship management expertise.

IMPORTANT INTERVIEW NOTES:
We believe in transparency with our candidates. Given the nature of this role, multiple assessments and interviews will ensure a mutual fit.

ABOUT THE COMPANY:
Ethos Support is a recognized global business process outsourcing (BPO) organization that goes beyond the conventional, delivering exceptional value and specializing in Customer Support, Tech Support, Customer Success, and Back Office Support. Known as the world's most flexible BPO, Ethos Support is committed to helping businesses simplify their Customer Experience (CX) processes and achieve faster scalability.

Our comprehensive approach includes taking charge of our clients’ new support team's training and onboarding process, freeing up their resources, and accelerating their business growth. Whether starting from scratch or looking to enhance an existing process, partnering with Ethos Support will streamline our clients’ CX operations and provide superior support to their customers.

We put people first, fostering a healthy, supportive work environment that reduces churn rates and boosts performance metrics. Our inclusive support solutions and training programs ensure our clients’ new support team acquires the skills and knowledge to deliver outstanding service and contribute to their rapid business growth. For more information, please visit our website: www.ethossupport.com.