Customer Service Manager

The position involves leading and developing a customer service team, establishing service standards, and implementing policies and procedures that enhance customer satisfaction and operational efficiency. The Customer Service Manager also handles escalated concerns, particularly those involving loan disputes, billing issues, and collections coordination, ensuring timely and effective resolution.

Additionally, the role requires close collaboration with internal departments such as Credit, Collections, and Compliance to support business objectives and mitigate risks. The Customer Service Manager is expected to analyze customer feedback and performance metrics to drive continuous improvement initiatives.

• Bachelor’s Degree in Business Administration, Finance, Management, Marketing, or any related field

• At least 3–5 years of experience in customer service or client relations, preferably in the money lending, banking, or financial services industry
• Minimum of 2 years in a supervisory or managerial role
• Strong background in handling customer complaints, credit-related concerns, and regulatory compliance
• Knowledge of Philippine financial regulations, including but not limited to:
• Lending practices and credit policies
• Basic understanding of compliance with relevant government regulations (e.g., SEC guidelines for lending companies)
• Familiarity with loan processing, collections, and credit evaluation procedures
• Understanding of customer service standards and best practices
• Proficiency in CRM systems and office productivity tools
• Ability to develop and implement customer service policies and procedures
• Skilled in monitoring team performance and customer satisfaction metrics
• Capable of training, coaching, and mentoring customer service staff
• Competent in handling escalated client concerns, especially related to loan disputes, payments, and collections
• Ability to coordinate with other departments such as Credit, Collections, and Compliance

• Strong leadership and team management skills
• Excellent customer service and conflict resolution skills
• Effective communication and interpersonal skills
• Strong analytical and problem-solving abilities
• Ability to handle sensitive and confidential information with integrity
• Good organizational and time management skills
• Ability to work under pressure and manage multiple priorities
• Proficiency in report preparation and performance analysis
• Ability to communicate in Chinese (Mandarin or Fukien) is required/preferred