Customer Service Representative

2 weeks ago

Taguig, National Capital Region, Philippines SunLoan Lending Investors Corporation Full time ₱240,000 per year

Job description

Job Summary: As a Customer Service Representative at SunLoan, you will be the face of our company, delivering exceptional service and support to our customers. You will assist clients with inquiries regarding our loan products, address their concerns, and ensure a positive experience throughout their lending journey.

Key Responsibilities:

  • Customer Interaction: Manage a high volume of incoming calls, chats, emails, and social media messages, responding promptly to customer inquiries about loan products, application processes, and account management.
  • Issue Resolution: Resolve product or service issues by addressing customer complaints, determining causes, and providing effective solutions. Handle complaints professionally, offering appropriate alternatives within Service Level Agreements (SLAs).
  • Trust Building: Build and maintain trust-based relationships through open and interactive communication, engaging customers to provide exceptional service.
  • Reporting: Generate detailed product or service reports by analyzing customer information collected via the CRM system, contributing to team goals and performance targets.
  • Documentation: Document customer interactions, process accounts, and maintain accurate records in the CRM system, following established communication procedures, guidelines, and policies.
  • Policy Management: Manage policy changes and renewals effectively, offering accurate information about company policies and procedures as per FAQs and company resources.
  • Target Achievement: Achieve personal and team targets for call and inquiry handling, going above and beyond to meet customer needs.

Qualifications:

  • High school diploma or equivalent; a degree in finance, business, or a related field is a plus.
  • At least one year experience in customer service, preferably in the financial services or lending industry.
  • Proficiency in CRM software and Microsoft Office Suite.
  • Must be willing to work in a start-up environment.
  • Willingness to work a flexible and variable schedule.

Skills & Expertise:

  • Strong problem-solving, negotiation, and conflict resolution skills.
  • Strong communication skills, with the ability to convey information clearly and empathetically.
  • Patient and able to handle customer complaints or misunderstandings effectively.
  • A commitment to exceeding job requirements to deliver an excellent customer experience.
  • Ability to thrive in high-pressure and fast-paced environments.
  • Ability to work in a fast-paced environment and manage multiple tasks efficiently.

Work Environment:

  • Currently, this position is remote; however, once our office is set up, we will transition to full onsite work.

Job Type: Full-time

Pay: From Php20,000.00 per month

Supplemental Pay:

  • 13th month salary
  • Overtime pay
  • Performance bonus

Application Question(s):

  • Do you have FinTech or lending company experience?
  • How soon can you start?
  • What is your expected salary?

Experience:

  • Customer Service Representative: 1 year (Preferred)

Job Type: Full-time

Pay: From Php20,000.00 per month

Benefits:

  • Flexible schedule
  • Flextime
  • Health insurance
  • Life insurance
  • Opportunities for promotion

Work Location: In person

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