CUSTOMER RELATIONS OFFICER

Salary not specified

ADVANCED FINANCE SOLUTIONS, INC.
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TAGUIG CITY, NCR, FOURTH DISTRICT
COLLEGE GRADUATE
Job type not specified

Job Description

Posted on 9 May 2025
  • Responsible for overseeing and managing the customer care operations within the country
  • Ensure exceptional customer service, resolve customer inquiries and concerns, and drive customer satisfaction to enhance the overall customer experience
  • Develop and implement a comprehensive global customer care strategy aligned with the organization's goals and values, ensuring a consistent and superior customer experience
  • Manage and lead a team of customer care representatives, providing guidance, training, and mentorship to ensure they deliver outstanding customer support
  • Build and maintain strong relationships with customers, handling escalated issues, addressing complex inquiries, and resolving complaints to ensure customer satisfaction
  • Ensure adherence to service quality global standards, regulatory requirements, and internal policies to maintain high levels of customer care and compliance within the loan fintech industry
  • Continuously assess and improve customer care processes and workflows to enhance efficiency, effectiveness, and the overall customer experience
  • Adopt customer care global best practices and implement the same within the organization
  • Define and monitor key performance indicators (KPIs) to track customer care performance, analyze data, and implement improvement initiatives as necessary.
  • Identify training needs, develop training programs, and conduct regular training sessions for the customer care team to enhance their skills and knowledge
  • Gather and analyze customer feedback, identifying worldwide trends, areas for improvement, and opportunities for innovation to enhance customer satisfaction and loyalty
  • Collaborate with other departments, such as operations, product development, and marketing, to ensure a seamless customer experience across all touchpoints
  • Generate reports on customer care performance, trends, and customer feedback, providing insights and recommendations to senior management for strategic decision-making.

Qualifications/Requirements

  • Bachelor's degree in Business, Marketing, or a related field
  • Extensive experience in customer care, customer service, or related roles within the loan fintech industry or financial services sector
  • In-depth knowledge of loan products and customer service best practices specific to the loan fintech industry
  • Strong customer focus and commitment to delivering exceptional customer experiences, with a deep understanding of customer needs and expectations
  • Excellent communication and interpersonal skills, with the ability to build rapport with customers and effectively handle challenging situations
  • Leadership and team management abilities to inspire and motivate a customer care team, fostering a positive and customer-centric work environment
  • Analytical and problem-solving skills to identify global trends, assess customer feedback, and implement process improvements
  • Strong knowledge of customer care technologies and tools, such as CRM systems, customer support software, and call center management platforms
  • Familiarity with regulatory requirements and compliance standards relevant to customer care operations within the loan fintech industry
  • Experience with JIRA, Confluence, MS Office, Nitro, Tableau

Work location

TAGUIG CITY, NCR, FOURTH DISTRICT

Remarks

Job Title/Position: Head of Customer Engagement
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About the company

Skyro is a fast-growing fintech company that builds fair and accessible digital financial products.

Industry

FINANCIAL INTERMEDIATION

Employment size

200 and over (Large)

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