Job Description

KEY RESPONSIBILITIES 
You will: 

• Be your client's guide from day one, with a main focus on Corporate & Travel clients, the person who makes their first weeks with the company feel effortless, not administrative
• Understand each client's business well enough to set them up in a way that actually fits how they operate, not just how our systems are configured Catch and fix friction before the client feels it
• Knowing your clients better than anyone else at the company
• Be the one person your clients can call who already knows their history, their preferences, and what matters to them. No re-explaining, no hand-offs
• Run regular check-ins that are worth the client's time, not status updates, but a genuine read on how things are going and what could be better
• Spot when a client is quietly struggling before they have to complain about it
• Making things right when they go wrong
• Take full ownership of complaints and disputes for your clients: investigate properly, resolve them, and communicate in a way that leaves the client feeling looked after, not processed
• Be proactive about bad news. Clients should hear it from you before they have to ask
• Handle escalations yourself wherever you can. The goal is your clients never have to go around you to get something fixed
• Helping clients get more out of the company
• Look for chances to make the relationship more valuable, not just less painful: new routes, better service fit, smoother processes for their team
• Bring the client's voice back into the company. If something about our product or process is making their life harder, that's information the business needs

QUALIFICATIONS & REQUIREMENTS: 

• +2 years in client services, account management, or client-facing operations, this is a strong second or third role for someone who wants to grow into account management (travel, mobility, or service industry a plus)
• You build real relationships, clients remember you, not just your resolution time
• Genuinely curious about how your clients' businesses work, so you can anticipate what they need
• Comfortable switching between relationship work and fast, first-line ticket triage without losing quality on either
• Strong written and verbal communication in English; confident and calm handling sensitive situations
• Able to prioritize across a portfolio, knowing which relationships need attention before they ask for it

Work Setup: Full onsite on 1st month (training), Hybrid eventually (3x onsite per week)

 Work Schedule: Mid-shift (11am - 8pm or 10am - 7pm)

Locations: BGC