Customer Experience Manager

2 weeks ago

Makati City, National Capital Region, Philippines KSearch Asia Consulting, Inc. Full time

Fintech job in the Philippines, apply online now.

CLIENT:

Our client is the leading Fintech/e-Wallet company in the Philippines.

JOB DESCRIPTION


• Ensure that concerns raised by company the executives and stakeholders, government agencies, platinum subscribers, high profile personalities (endorsers, social media influencers and the like), politically exposed people, and walk-in customers are addressed and resolved within the day or faster than the TAT (turnaround time) of regular customer service.

• Led insighting exercises from case studies, formulate action plans and coordinate with the appropriate departments for feedback and implementation.

• Determine cases that have potential financial, regulatory, and reputational risks. Work with necessary departments to ask for inputs/guidance to mitigate the risks involved.

• Meet and exceed the KPIs (Key Performance Indicators) set for the team to achieve.

• Supports the team manager and performs management duties when the manager is unavailable or out of office.

• Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks.

• Assists management with hiring processes and new team member training.

• Develops strategies to promote team member adherence to company regulations and performance goals.

• Conducts team meetings to update members on best practices and continuing expectations.

• Generates and shares comprehensive and detailed reports about statistics, team performance, mission-related objectives, and deadlines.

• Provides quality customer service, including interacting with customers, answering customer inquiries, and effectively handling customer complaints as needed.

JOB QUALIFICATION


• Ensure that concerns raised by company the executives and stakeholders, government agencies, platinum subscribers, high profile personalities (endorsers, social media influencers and the like), politically exposed people, and walk-in customers are addressed and resolved within the day or faster than the TAT (turnaround time) of regular customer service.

• Led insighting exercises from case studies, formulate action plans and coordinate with the appropriate departments for feedback and implementation.

• Determine cases that have potential financial, regulatory, and reputational risks. Work with necessary departments to ask for inputs/guidance to mitigate the risks involved.

• Meet and exceed the KPIs (Key Performance Indicators) set for the team to achieve.

• Supports the team manager and performs management duties when the manager is unavailable or out of office.

• Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks.

• Assists management with hiring processes and new team member training.

• Develops strategies to promote team member adherence to company regulations and performance goals.

• Conducts team meetings to update members on best practices and continuing expectations.

• Generates and shares comprehensive and detailed reports about statistics, team performance, mission-related objectives, and deadlines.

• Provides quality customer service, including interacting with customers, answering customer inquiries, and effectively handling customer complaints as needed.

• College graduate, preferably BS Finance, Management or any other courses related to business.

• Experience in resolving high-level escalations, complicated concerns, and managing high profile people and unmanageable customers.

• Exemplary analytical, creative, critical thinking, and customer service skills; has passion for innovation.

• Strong oral and written communication skills. Fluent in English.

• Skilled in building relationships with leaders as well as technical teams to drive results.

• Minimum 5 years of managing a team with 20 members and above. Excellent people management and leadership skills are required.

• Self-starter with strong work ethics and an ability to work independently.

• Strong organization, listening and problem-solving skills are critical.

• Excellent time management skills, detail oriented, able to handle multiple tasks simultaneously and display good follow-up skills.

• Ability to influence and inspire others.

• Past product and/or project management experience is a plus.

• Experience in building and scaling operations, particularly in a fast-paced FinTech environment.

• Assertive, customer-focused, gritty, keen to details, resilient, results-driven, resolution-oriented, and has malasakit.

Start your journey to a fulfilling career right here. Apply for a position by sending us your resume today. Your dream job is just a click away

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