Client Service Operations Manager

7 days ago

Dasmariñas, Calabarzon, Philippines beBeeCustomerService Full time ₱33,500 - ₱38,500

Job Title: Client Care/Service Team Lead

As a key member of our team, you will be responsible for handling customer escalations and concerns effectively via various communication channels. You will provide exceptional customer service that ensures the customer feels heard, valued, and respected.

Your primary responsibilities will include:

  • Handling customer escalations and concerns via inbound/outbound calls, live chat, email, and text.
  • Providing exceptional customer service to ensure customers feel heard, valued, and respected.
  • Resolving issues efficiently by offering corrective solutions and delivering accurate information.
  • Serving as the final point of contact for high-risk or sensitive customer cases.
  • Overseeing cases involving credit holds, overdue accounts, disputes, and delinquencies.
  • Collaborating with relevant teams to assess and resolve credit-related concerns.
  • E nsuring all actions align with internal credit policies and risk strategies.
  • Working closely with legal or compliance teams as needed on bankruptcy-related cases.
  • Maintaining detailed records of customer interactions, escalation cases, and resolution outcomes.
  • Preparing and delivering reports on escalations, credit issues, and performance metrics.
  • Coordinating with internal teams to ensure efficient case management and closure.
  • Training and supporting a team of escalation specialists in resolving complex customer issues.

To succeed in this role, you will need:

  • A minimum of 3 years of experience in a leadership or coaching role.
  • Proven sales experience with a strong track record of success.
  • Experience working in telecommunications or a related field.

At our organization, we are committed to revolutionizing financial access for individuals. We believe in providing smart credit-building, mortgage, and lending solutions that make a real difference in people's lives.

Our recruitment process is designed to ensure we find the best candidates for our team. Here's an overview of what you can expect:

  1. Initial Contact: Our Talent Acquisition Coordinator will connect with you to confirm your experience and discuss the opportunity.
  2. Interviews & Assessment: If there's a fit, you'll be scheduled for an interview with the Hiring Manager. Successful candidates will then undergo a background check and verification of their identity and work-from-home setup.
  3. Offer & Onboarding: Once you pass the background check, you'll receive your job offer and begin onboarding. This includes scheduling time with our Technical Team to ensure your computer is properly set up for your first day.

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