Customer Support Agent

5 days ago

Ortigas Alabang Pampanga or Cebu, Philippines Staff Domain Inc. Full time ₱150,000 - ₱300,000 per year
Setup and Location: Onsite/Hybrid/WFH
Work Schedule: 9:00 AM-6:00 PM (UK) | 4:00 PM-1:00 AM (PH Time)
Employment Type: Full-time

Ready to do work that actually excites you?
As a key member of our Recoveries Team, you will engage with customers whose accounts are due or have fallen into arrears. Your role involves managing both inbound and outbound communications—primarily via phone and email—to support customers in finding sustainable repayment solutions. A strong understanding of FCA guidelines, particularly around the fair treatment of vulnerable customers, is essential. You'll be expected to demonstrate empathy, confidence, and professionalism in every interaction, ensuring that customer outcomes are both compliant and compassionate.

What You'll Do
  • Handle inbound calls and emails from customers across all stages of the Recoveries process with accuracy, empathy, and professionalism.
  • Conduct outbound calls to follow up on due and overdue accounts, offering tailored support and affordable repayment options.
  • Identify signs of customer vulnerability and apply FCA-compliant practices to ensure fair and appropriate treatment.
  • Accurately record all customer interactions and outcomes in the system.
  • Negotiate and establish realistic and affordable payment plans that help customers regain financial stability.
  • Work to reduce delinquency and default rates across assigned accounts.
  • Build and maintain positive relationships with customers and internal teams.
  • Ensure all actions and outcomes align with FCA regulations and support both customer well-being and business objectives.
  • Meet departmental KPIs and SLAs, including quality assurance standards.
  • Collaborate effectively within the team and contribute to a supportive, high-performing environment.
  • Provide regular feedback to line managers to improve customer experience and operational efficiency.
What You Bring
We're looking for someone who:
  • Strong knowledge of FCA regulations, especially regarding vulnerable customer treatment.
  • Excellent verbal and written communication skills.
  • Confident, empathetic, and customer-focused approach.
  • Ability to handle sensitive conversations with care and professionalism.
  • Experience in financial services or customer support is preferred.
  • Comfortable working in a fast-paced, target-driven environment.
Why You'll Love Working Here
  • HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents)
  • Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary)
  • Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more

Let's Talk
If you're thinking "this sounds like me"—it probably is. Click apply. We can't wait to meet you.

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