Customer relations officer

Job Description

• 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.

• 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

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