Customer Experience Supervisor

4 days ago

Quezon City, National Capital Region, Philippines ECASHPAY ASIA, INC. Full time ₱360,000 per year

Position Summary

The Customer Experience Supervises and leads customer experience teams across diverse business verticals including fintech services, travel bookings, franchise operations, payment processing, and sales networks. Ensures exceptional service delivery while managing complex, multi-platform customer interactions and regulatory compliance requirements.

Key Responsibilities

Team Leadership

  • Supervise CSRs, TSRs, client relationship staff, and after-sales care teams across all business verticals
  • Provide specialized coaching for fintech regulations, travel industry standards, and franchise support protocols
  • Manage cross-training programs to handle multi-product customer inquiries
  • Coordinate staffing for 24/7 operations across different time zones and peak travel seasons

Multi-Industry Customer Experience Management

  • Handle escalated issues across payment disputes, travel cancellations, franchise concerns, and e-wallet transactions
  • Ensure compliance with financial services regulations (BSP, anti-money laundering, data privacy)
  • Manage travel industry-specific issues (booking modifications, refunds, travel advisories)
  • Coordinate with franchise partners for consistent service delivery standards

Performance Monitoring & Compliance

  • Track industry-specific KPIs: transaction resolution times, travel booking accuracy, franchise satisfaction scores
  • Monitor compliance with financial regulatory requirements and travel industry standards
  • Generate reports for multiple business units and regulatory bodies
  • Conduct quality assurance for sensitive financial and travel transactions

Process Improvement & Technology Integration

  • Implement omnichannel support across mobile apps, web platforms, and traditional channels
  • Manage integration between payment gateways, booking systems, and CRM platforms
  • Develop workflows for complex multi-service customer scenarios
  • Lead digital transformation initiatives for customer service operations

Specialized Responsibilities

  • Fintech/E-wallet: Handle transaction disputes, account verification, and security concerns
  • Travel: Manage booking changes, cancellations, travel insurance claims, and emergency support
  • Franchising: Coordinate between corporate and franchise locations for consistent customer experience
  • Payment Gateway: Resolve merchant and consumer payment processing issues
  • Sales Networking: Support distributor/agent networks and their customer relationships

Required Qualifications

  • Bachelor's degree in Business Administration, Hospitality, Finance, or related field
  • 4-6 years customer service experience with 2-3 years supervisory experience in fintech, travel, or multi-industry environment
  • Knowledge of financial services regulations and travel industry standards
  • Experience with payment processing systems, booking platforms, and franchise operations
  • Strong understanding of digital wallets, payment gateways, and mobile banking
  • Proficiency in multiple CRM systems, booking engines, and financial compliance tools
  • Excellent crisis management and problem-solving skills for time-sensitive issues

Preferred Qualifications

  • Certification in travel and tourism or fintech operations
  • Experience with international transactions and multi-currency operations
  • Knowledge of BSP regulations, IATA standards, and franchise management
  • Multilingual capabilities for diverse customer base
  • Experience managing remote and distributed teams

Job Types: Full-time, Permanent

Pay: From Php30,000.00 per month

Benefits:

  • Company events
  • Employee discount
  • Health insurance
  • Life insurance
  • Paid training
  • Pay raise
  • Promotion to permanent employee

Ability to commute/relocate:

  • Quezon City: Reliably commute or planning to relocate before starting work (Required)

Education:

  • Bachelor's (Required)

Experience:

  • Customer support: 5 years (Required)

Work Location: In person

  • Customer Experience/Quality Assurance Supervisor

    2 days ago

    Quezon City, National Capital Region, Philippines Afni PH Full time ₱900,000 - ₱1,200,000 per year

    Position Purpose:The CX Supervisor is responsible for supervising activities of CX Analysts in various areas of transaction quality which includes :call monitoring and call auditing. Ensuring that quality metrics are metand analytics are provided in partnership with the Operations team. Essential Functions and Responsibilities:Supervises, selects, develops,...

  • Customer Experience/Quality Assurance Supervisor

    2 days ago

    Quezon City, National Capital Region, Philippines Afni, Inc. Full time ₱250,000 - ₱500,000 per year

    DescriptionPosition Purpose:The CX Supervisor is responsible for supervising activities of CX Analysts in various areas of transaction quality which includes:call monitoring and call auditing. Ensuring that quality metrics are metand analytics are provided in partnership with the Operations team.Essential Functions and Responsibilities:Supervises, selects,...

  • Customer Experience Executive

    2 weeks ago

    Quezon City, National Capital Region, Philippines Probe CX Full time ₱104,000 - ₱130,878 per year

    Responsible for:The Customer Experience Executive will receive training and is expected to have mastery and knowledge of the BNPL's features, benefits, quality and other service packages which can be made available to customers in the future. The primary responsibility is to respond to customer service inquiries via phone and/or email. These inquiries...

  • Customer Experience Representative

    2 days ago

    Quezon City, National Capital Region, Philippines Probe CX Full time ₱150,000 - ₱250,000 per year

    Responsible for:Handle customer contacts in line with client and company requirements as sales and customer service representatives.Main Activities and Responsibilities:Probe CX Compliance:Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.Actively contribute...

  • Customer Experience Executive

    2 weeks ago

    Quezon City, National Capital Region, Philippines Probe CX Full time ₱250,000 - ₱500,000 per year

    Responsible for:  The Customer Experience Executive will receive training and is expected to have mastery and knowledge of the BNPL's features, benefits, quality and other service packages which can be made available to customers in the future. The primary responsibility is to respond to customer service inquiries via phone and/or email. These inquiries...

  • Customer Experience Executive

    6 days ago

    Quezon City, National Capital Region, Philippines Probe CX Full time ₱250,000 - ₱350,000 per year

    Responsible for: The Customer Experience Executive will receive training and is expected to have mastery and knowledge of the BNPL's features, benefits, quality and other service packages which can be made available to customers in the future.  Main Activities and Responsibilities: Probe CX Compliance:Ensure a safe, healthy and sustainable workplace...

  • Customer Experience Executive

    2 weeks ago

    Quezon City, National Capital Region, Philippines Probe CX Full time ₱250,000 - ₱500,000 per year

    Responsible for: The Customer Experience Executive will receive training and is expected to have mastery and knowledge of the BNPL's features, benefits, quality and other service packages which can be made available to customers in the future. The primary responsibility is to respond to customer service inquiries via phone and/or email. These inquiries...

  • Customer Experience Executive

    6 hours ago

    Quezon City, National Capital Region, Philippines Probe CX Full time ₱250,000 - ₱500,000 per year

    Main Activities and Responsibilities: Probe CX Compliance:Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.Actively contribute to Probe's commitment to fostering a respectful and inclusive workplace by taking proactive measures to identify and eliminate...

  • QA/Customer Experience Manager

    6 days ago

    Quezon City, National Capital Region, Philippines Afni, Inc. Full time ₱1,500,000 - ₱2,500,000 per year

    DescriptionPosition Purpose:The CX Manager is responsible for the cross-functional management of all quality assurance and client experience improvement initiatives related to an innovative new program designed to assist clients with transportation challenges. The emphasis is on building an environment that is supportive of a Best-in-Class client centric...

  • Customer Experience Executive

    7 hours ago

    Quezon City, National Capital Region, Philippines Probe CX Full time ₱400,000 - ₱600,000 per year

    At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we're no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than...