Customer Service Team Lead

About GoTyme

GoTyme is a joint venture between the Gokongwei Group, one of the biggest conglomerates in the Philippines, and the Singapore-headquartered digital banking group Tyme. This venture combines the trusted Gokongwei brand, customer base, and distribution ecosystem with Tyme's globally proven digital banking technology and hands-on experience building South Africa's leading digital bank, TymeBank, one of the fastest-growing digital banks in the world today.

At GoTyme, we have embarked on a journey to democratize financial services and bring next-level banking to the Philippines. We seek individuals who share our belief that the game is worth changing, to join our growing team of GoTymers as we build, launch, and scale a bank that empowers all Filipinos to navigate a path to financial freedom.

About the role

The CS Team Lead is responsible in overseeing the team's daily activities, implementing, and improving processes to enhance customer satisfaction, and managing team members to ensure they have the necessary support and resources to perform their roles effectively. The role is also responsible for driving performance, managing escalations, and fostering a positive team culture, implementing solutions, and providing regular feedback and coaching to Personal Bankers members to achieve OKR's.

Complaints Handling

• Supervisor/Manager call, Assisting walk-in customers)
• Cross-functional Business Unit Responsibilities
• Appeasement and Clawback

Build a Customer First Mindset:

• You should be able to advocate to the team and customers through coaching and mentoring sessions that we as Gaymer's should put our customers first.
• All processes and projects should be anchored on our goal of being the #1 Bank with Excellent Customer Service.
• Develop a best-in-class team so great that our front-liners (CS) will radiate the importance of customers.
• Develop a best-in-class team so great that our customers will talk about their experience with our CS online (Social Media) and promote us to their friends and family.

CS Team Management

• You are expected to coach, mentor and supervise your team daily.
• You will actively monitor your team's SLA & CSAT scores and ensure the team is delivering the best experience possible.
• You will participate in the onboarding and training process of CS team members when needed.
• Help us identify gaps to improve, so we can be the #1 Digital Bank in delivering Best In-class customer service

Must haves

• 5+ years of experience working in Customer Service, Customer Experience, Retention
• 2+ years of experience working as a Team Lead, Team Manager, Manager Background in Financial Services, Banking, Technology, Logistics, Telecommunications, and related industries preferred.
• Experience in voice, non-voice and social media channels management
• Amenable to hybrid work-from-home plus onsite/office setup
• Amenable to flexible/shifting work schedule
• Has reliable internet connection plus quiet and secure WFH desk/room.