Customer Escalations Support Analyst

Monee; Mandaluyong; On-site; PHP 279,000 - 390,600; Full time

Job summary

Monee is seeking a Customer Service Representative to address escalated customer complaints and issues effectively. The ideal candidate will have 1-2 years of experience in customer service, preferably in financial services.

This role is based in Mandaluyong City, with a focus on problem-solving and collaboration with various teams. Strong communication and time management skills will be essential for success.

Qualifications

• 1-2 years experience in customer service, preferably in financial services.
• Good time management skills for handling tasks.
• Excellent communication and interpersonal skills.

Responsibilities

• Address and resolve escalated customer complaints efficiently.
• Investigate complaints and collaborate across teams.
• Handle special tasks to resolve customer queries promptly.

Skills

Customer service and complaint management

Time management

Excellent communication skills

Problem-solving

Job description

Monee is a part of Sea Group, a leading global consumer internet company. Monee’s mission is to better the lives of individuals and businesses in our region with financial services through technology. Monee’s offerings include mobile wallet services, payment processing, credit offerings, and related digital financial services and products. These are available in seven markets across Southeast Asia and Taiwan under various brands, including ShopeePay, SPayLater, and other brands.

Job Description

• Address and resolve escalated customer complaints, issues, and disputes effectively and efficiently
• Investigate complaints and collaborate with different teams to facilitate their resolution
• Handle special tasks to resolve customer queries promptly and effectively
• Summarize and report reasons for escalations to the operations team, analyze root causes, and recommend actions to prevent similar issues in the future
• Contribute to the team's efforts by accomplishing related tasks and providing support when needed

Requirements

• At least 1-2 years experience in customer service and complaint management experience, preferably experience in financial services
• Must have good time management skills to handle assigned cases
• Excellent communication (verbal and written) and interpersonal skills
• Problem-solving and decision-making skills
• Willing to work in Mandaluyong City, Ortigas, and available for weekend shifts