Client Service Partner

Role:  Client Service Partner

Priority Location: South Africa

Working Hours: 9am - 6pm (Mon - Fri) EST

Salary Range: $2,000 - $2,500 per month(The final offer is at the client’s discretion and depends on the candidate’s interview result, skills, and experience.)

Type of contract:Independent Contractor

Type of job:Remote

Key Responsibilities:

New Client Intake & Intake Coordination
* Promptly answer inbound calls, texts, and messages, serving as a calm, empathetic first touchpoint for prospective and current families.
* Conduct detailed intake conversations to understand care requirements, answer questions about services and pricing, and build trust during sensitive situations.
* Screen incoming inquiries, schedule initial home assessments on shared calendars with the business owner, and manage pre-assessment prep and post-inquiry follow-ups.
Client Relationship & Account Management
* Serve as the main day-to-day point of contact for onboarded families, conducting proactive check-ins and managing ongoing service requests.
* Clear, accurate communication of caregiver schedule changes, service updates, and appointment details across phone, text, and email.
* Build strong, long-term relationships through proactive updates and consistent follow-through, ensuring families always feel heard and supported.
De-escalation & Problem Resolution
* Take full accountability for resolving client concerns, coordinating internally to fix problems rather than simply forwarding messages.
* De-escalate challenging or emotional conversations with maturity, patience, and sound judgment, escalating urgent or complex matters to the owner when necessary.
Administration & Records
* Maintain up-to-date, accurate client records, logging all conversations, scheduling details, and follow-up tasks.
* Balance urgent, time-sensitive client requests alongside routine follow-ups and daily administrative duties with high attention to detail.
Owner Capacity & Growth Support
* Take full ownership of daily client calls, texts, and routine questions, significantly reducing the business owner's day-to-day administrative load.
* Establish immediate credibility with client families so they feel completely supported working directly with you as their main point of contact rather than relying solely on the owner.
* Maintain the personal, empathetic service standard that drives the company's reputation and referral-based growth.
* Build and maintain reliable communication workflows to support a growing client base as the business expands.
Required Skills & Experience:
* 3–5+ years of professional experience in a client-facing role.
* Strong experience communicating directly with customers or clients by phone.
* Excellent spoken and written English.
* Highly professional and polished communication style.
* Strong active-listening skills.
* High level of emotional intelligence and empathy.
* Ability to build rapport quickly with different personality types.
* Experience managing demanding or high-expectation clients.
* Strong problem-solving and critical-thinking abilities.
* Ability to work independently and exercise sound judgment.
* Excellent organizational and multitasking skills.
* Strong calendar and scheduling management skills.
* Comfortable managing communication across phone, email, text, and other channels.
* Ability to remain calm and professional during difficult or emotional conversations.
* Strong follow-through and personal accountability.
* Ability to identify when something requires escalation rather than attempting to resolve every situation independently.
* Comfortable working remotely and independently during US business hours.
Nice To Have:

Experience in one or more of the following would be particularly valuable:
* Homecare or senior care
* Healthcare or medical services
* Patient coordination
* Care coordination
* Customer success
* Client relationship management
* Account management
* Hospitality or concierge services
* Professional services
* Other high-touch service businesses
Direct homecare experience is beneficial but is not essential if the candidate demonstrates exceptional client communication, emotional intelligence, and relationship-management capabilities.

Key Personality Traits:

Empathetic
* You genuinely care about understanding what someone is experiencing rather than simply trying to complete a transaction.
Authentic
* Your communication feels natural and human. You don't sound like you're reading from a script.
Proactive
* You anticipate questions, follow up without being reminded, and look for potential issues before they become problems.
Calm Under Pressure
* You can manage emotional, demanding, or frustrated clients without becoming defensive or overwhelmed
Trustworthy
* Families will be relying on you when discussing the care of loved ones. Discretion, professionalism, and reliability are essential.
Highly Organized
* You can manage multiple families, conversations, appointments, follow-ups, and chang