Customer Service Operations Manager

2 weeks ago

Imus, Calabarzon, Philippines beBeeCustomerService Full time ₱33,500 - ₱38,500
Job Summary

We are seeking a seasoned leader to oversee customer escalations and concerns effectively via various communication channels. As a key member of our team, you will provide exceptional customer service, resolve issues efficiently, and collaborate with relevant teams to assess and resolve credit-related concerns.

Your responsibilities will include serving as the final point of contact for high-risk or sensitive customer cases, overseeing cases involving credit holds, overdue accounts, disputes, and delinquencies, and maintaining detailed records of customer interactions and resolution outcomes.

You will also be responsible for preparing and delivering weekly and monthly reports on escalations, credit issues, and performance metrics, coordinating with internal teams to ensure efficient case management and closure, and training and supporting a team of escalation specialists in resolving complex customer issues.

In addition, you will identify process gaps and implement improvements to enhance team effectiveness, track team KPIs, and conduct regular training sessions and refreshers on escalation handling, credit procedures, and regulatory compliance.

About Our Team

We are a dynamic and innovative team that thrives on collaboration, growth, and making a real impact. Our mission is to revolutionize financial access for Canadians by providing smart credit-building, mortgage, and lending solutions.

We help 1 million customers explore their financing options with ease – online, via text, or over the phone. If you are passionate about delivering exceptional customer service and driving business results, we encourage you to apply.

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