Customer Experience Manager

Fintech job in the Philippines, apply online now.

CLIENT

Our client is the leading Fintech/e‑Wallet company in the Philippines.

JOB DESCRIPTION

• Ensure that concerns raised by company executives and stakeholders, government agencies, platinum subscribers, high‑profile personalities (endorsers, social media influencers and the like), politically exposed people, and walk‑in customers are addressed and resolved within the day or faster than the TAT (turnaround time) of regular customer service.
• Lead insighting exercises from case studies, formulate action plans and coordinate with the appropriate departments for feedback and implementation.
• Determine cases that have potential financial, regulatory, and reputational risks and work with necessary departments to seek inputs/guidance to mitigate the risks involved.
• Meet and exceed the KPIs (Key Performance Indicators) set for the team to achieve.
• Support th...