CX Service Level Manager

2 weeks ago

NCR WGC, Philippines Mynt Full time ₱600,000 - ₱1,800,000 per year

Do you want to take the first step in making Filipinos' lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation G ka ba? Join the G Nation today

Who you'll be working with:

If you have a strong background in IT, computer science, or software engineering, and are analytical, technologically savvy, solutions and process-focused, then the Technology & Operations - Customer Experience team may be for you

You'll be responsible for the following:

  • Ensures that the customer's current and future Service requirements are identified, understood and documented in SLAs
  • Negotiates and agrees on the levels of Service to be delivered with the customer (either internal or external); formally documenting these levels of Service in SLAs
  • Ensures that targets agreed to within Underpinning Contracts are aligned with SLA targets
  • Leads Service Performance Reviews that are regularly performed, and with any required actions needed
  • Monitors improvement initiatives identified in Service Reviews are acted on and progress reports are provided to customers
  • Sees through that the Service Level Management process and working practices are effective and efficient

We're looking for:

  • Bachelor's degree in Management Information Systems, Computer
    Information Systems, Computer Science, or a related field
  • 5+ years of Operational experience with expertise in customer journey mapping, service level agreements, and quality assurance methodologies.
  • Ability to analyze customer service metrics, identify trends, and implement data backed solutions to improve customer satisfaction and operational efficiency.
  • Proven track record of managing and scaling large customer service
    teams, preferably within the fintech or financial services industry.
  • With Genuine desire to exceed customer expectations and drive a customer-centric culture within the organization.
  • Experience in B2B servicing is an advantage
  • Demonstrated ability to coordinate cross-functional work teams toward

What We Offer

Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package

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