Job Description
As a Customer Service Manager, you will be responsible for overseeing and managing our customer service operations. You will play a key role in ensuring exceptional customer experiences, building strong customer relationships, and maintaining regulatory compliance. Your primary focus will be to lead and develop a high-performing customer service team that delivers outstanding service to our customers.
Functional Responsibilities:
· Manage the day-to-day operations of the Customer Support Team which include the following: Ensure all incoming inquiries from all interaction touch points (inbound hotline, chat, email, voicemail, outbound courtesy calls) are processed in a proper and timely manner.
· Discuss with team members (through face-to-face interactions and proper documentation) performance pertaining to processed applications, approved applications, delinquency ratio, adherence to verification procedures, call quality, call handling time, schedule adherence, and company policies.
· Handle customer escalations endorsed by the team members.
· Act as a liaising officer between Accounting, PR/Marketing, Collections, and Verifications/Telemarketing Teams in managing cross-functional inquiries
· Secondary Function: Might be assigned to work on special projects or associated tasks or create reports as needed
SKILLS AND COMPETENCIES:
Essential:
· Professional Background. With direct experience in at least any two of the following: -Sales/Customer Service in a BPO/Shared Services environment -Tele-CI or Loans Verifications experience from the banking or financial industry -Credit Underwriting for Personal or Consumer Loans -Collections and Recovery experience from a local lending/financing company
· Acumen. With an operational understanding of the Credit Underwriting, Loan Verification, and/or Collections Processes in a leadership capacity.
· Communication. Can confidently convey ideas with professionalism, sensitivity, tact, and respect across all members, officers, and shareholders of the organization
· Change Agent. Can move and positively influence the team to support process changes that can contribute to the overall objectives of the organization.
· Entrepreneurial Spirit. Goal-focused and have a can-do attitude to meet individual goals and help out the team to meet group productivity targets
· Analytical. Can identify underlying principles, reasons, or facts which influence and might influence center productivity and asset quality of portfolios.
· Quality-Oriented. With high attention to detail to execute functional roles and ensure team alignment with compliance standards and policies.
· Self-Starter. With professional maturity to understand what to learn on the fly and can manage self-learning to know the standards of the functional unit and be updated on its processes.
· Technical Savvy. Understands how to operate general computer functions, MS Office tools (such as MS Word/Excel), and common Hot Keys (e.g. Alt+Tab)
Requirements:

• Education. Bachelor's Degree in any field
• A good track record of meeting and delivering targets
• A multitasker that can work in a fast-paced environment
• Experience in Mortgage and Finance industry is an advantage

Job Types: Full-time, Permanent
Pay: Php40,000.00 - Php50,000.00 per month
Benefits:

• Company Christmas gift
• Opportunities for promotion
• Paid training
• Pay raise

Schedule:

• 8 hour shift
• Day shift
• Early shift

Supplemental Pay:

• 13th month salary

Education:

• Bachelor's (Preferred)

Experience:

• Customer Service Management: 5 years (Preferred)
• Financial or Mortgage Industry: 3 years (Preferred)
• Operation Management: 3 years (Preferred)
• BPO Industry: 3 years (Preferred)

Language:

• English (Preferred)

Willingness to travel:

• 100% (Preferred)