Customer Service Manager (Makati site)

Job Description

As a Customer Service Manager, you will be responsible for overseeing and managing our customer service operations. You will play a key role in ensuring exceptional customer experiences, building strong customer relationships, and maintaining regulatory compliance. Your primary focus will be to lead and develop a high-performing customer service team that delivers outstanding service to our customers.

• Functional Responsibilities:

Manage the day-to-day operations of the Customer Support Team which include the following: Ensure all incoming inquiries from all interaction touch points (inbound hotline, chat, email, voicemail, outbound courtesy calls) are processed in a proper and timely manner.

Discuss with team members (through face-to-face interactions and proper documentation) performance pertaining to processed applications, approved applications, delinquency ratio, adherence to verification procedures, call quality, call handling time, schedule adherence, and company policies.

Handle customer escalations endorsed by the team members.

Act as a liaising officer between Accounting, PR/Marketing, Collections, and Verifications/Telemarketing Teams in managing cross-functional inquiries

Secondary Function: Might be assigned to work on special projects or associated tasks or create reports as needed

• SKILLS AND COMPETENCIES:

Essential:

Professional Background. With direct experience in at least any two of the following: -Sales/Customer Service in a BPO/Shared Services environment -Tele-CI or Loans Verifications experience from the banking or financial industry -Credit Underwriting for Personal or Consumer Loans -Collections and Recovery experience from a local lending/financing company

Acumen. With an operational understanding of the Credit Underwriting, Loan Verification, and/or Collections Processes in a leadership capacity.

Communication. Can confidently convey ideas with professionalism, sensitivity, tact, and respect across all members, officers, and shareholders of the organization

Change Agent. Can move and positively influence the team to support process changes that can contribute to the overall objectives of the organization.

Entrepreneurial Spirit. Goal-focused and have a can-do attitude to meet individual goals and help out the team to meet group productivity targets

Analytical. Can identify underlying principles, reasons, or facts which influence and might influence center productivity and asset quality of portfolios.

Quality-Oriented. With high attention to detail to execute functional roles and ensure team alignment with compliance standards and policies.

Self-Starter. With professional maturity to understand what to learn on the fly and can manage self-learning to know the standards of the functional unit and be updated on its processes.

Technical Savvy. Understands how to operate general computer functions, MS Office tools (such as MS Word/Excel), and common HotKeys (e.g. Alt+Tab)

• Requirements:

Education. Bachelor's Degree in any field

At least 3 years of related working experience in customer experience operations and as a management specialist

A good track record of meeting and delivering targets

Articulate enough with others, like Teammates and clients

A multitasker that can work in a fast-paced environment

Job Types: Full-time, Permanent

Pay: Php35,

• 00 - Php40,000.00 per month
  
  Benefits:
• Company Christmas gift

Opportunities for promotion

• Paid training

Pay raise
Schedule:

• 8 hour shift

Day shift

• Early shift

Supplemental Pay:

• 13th month salary

Education:

• Bachelor's (Preferred)

Experience:

• Customer Service Management: 5 years (Preferred)

Operation Management: 5 years (Preferred)

• Financial Industry: 3 years (Preferred)

BPO Industry: 5 years (Preferred)

Language:

• English (Preferred)

Willingness to travel:

* 100% (Preferred)