Escalation Fastlane Specialist

Role summary 

The Escalation Fastlane Specialist will serve as the primary point of contact for VIP and high-tier clients, providing end-to-end solutions and ensuring seamless communication with internal teams.

This role requires a deep understanding of clients' business needs, proactive problem-solving, and the ability to foster strong, long-term relationships.

Manila | Hybrid | Full Time

What you’ll do 

• Serve as the main contact for VIP and high-tier clients, building and maintaining strong, long-term relationships.


• Understand clients' business needs, goals, and challenges to provide tailored solutions and troubleshoot issues with different departments.


• Anticipate client needs and proactively offer support


• Coordinate with internal teams (e.g., GTM, sales, support ,GBT, risk, product, technical teams) to ensure seamless service delivery.


• Oversee onboarding, implementation, and ongoing support processes.


• Ensure clients receive high-priority support and timely resolutions to issues.


• Act as an advocate for VIP clients within the organization to influence product development and service improvements.


• Identify and flag potential risks on VIP accounts for retention or satisfaction.


• Seek opportunities to enhance account management processes.


• Participate in training and development to improve skills and knowledge.


• Identify opportunities for upselling, cross-selling, and renewals.

Who you are

• Ability to challenge conventional approaches and explore new ideas to enhance service delivery and client engagement.


• Overall, 5 years of experience in customer service with proven 2 years’ experience in client relationship management, preferably with VIP or high-profile clients.


• Strong understanding of account management.


• Excellent communication and interpersonal skills.


• Ability to work collaboratively with internal teams and manage multiple priorities.


• Proactive problem-solving skills and attention to detail.


• Knowledge of industry trends and market developments.


• Fluency in English is required. Proficiency in Vietnamese, Korean, Japanese is an advantage.

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