Senior Customer Service Manager

7 days ago

Ortigas, Philippines FEdCenter Management Consulting Inc. Full time

What You'll Do

As our Customer Service Manager, you'll lead and inspire a dynamic team to deliver exceptional customer experiences while driving operational excellence.

Key Responsibilities:

1. Team Leadership & Performance

  • Manage and motivate the Customer Service team across multiple channels (phone, chat, email).
  • Set clear goals, monitor KPIs (service quality, resolution rate, satisfaction), and drive continuous improvement.
  • Provide coaching and training to strengthen product knowledge, communication, and problem-solving skills.

2. Customer Experience & Quality

  • Ensure consistent, high-quality service by monitoring interactions and providing actionable feedback.
  • Analyze customer feedback and complaints to identify improvement areas and enhance overall satisfaction.
  • Develop and refine service quality standards to maintain professionalism and efficiency.

3. Operational Excellence & Compliance

  • Oversee day-to-day operations, scheduling, and cost control to meet service-level targets.
  • Handle complex and escalated cases to ensure timely resolution.
  • Enforce compliance with financial regulations, data security, and anti-fraud measures.

4. Cross-Functional Collaboration

  • Partner with Product, Marketing, Risk, and Operations teams to represent the Voice of the Customer.
  • Contribute insights that shape new products, improve processes, and support precision marketing and cross-selling.
  • Prepare regular performance reports and strategic recommendations for management.

What You'll Bring

  • Bachelor's degree in Finance, Economics, Management, Marketing, or related field.
  • 5+ years of customer service experience in the financial industry (banking or credit card background preferred).
  • 2+ years in a leadership role managing service teams.
  • Strong knowledge of credit card operations, compliance, and risk control.
  • Proficiency in CRM tools and platforms (e.g., Salesforce, Zendesk, or similar systems) for customer relationship management and service optimization.
  • Demonstrated experience in policy development and implementation to ensure service excellence and regulatory compliance.
  • Excellent communication, problem-solving, and data analysis skills (Excel proficiency a plus).
  • A customer-first mindset and proven ability to lead with empathy, precision, and accountability.

Why Apply?

  • Be part of a globally recognized fintech brand.
  • Work in a culture that values integrity, innovation, and impact.
  • Growth opportunities in a fast-scaling industry.
  • Competitive compensation and benefits package.

Job Type: Full-time

Pay: Php120, Php130,000.00 per month

Work Location: In person

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