Customer Experience Associate - FINTECH (DAVAO)

Business Process Outsourcing International, Inc.; Davao City; On-site; PHP 335,000 - 446,000; Full time

Job summary

Business Process Outsourcing International, Inc. invites applications for a Customer Experience Associate in Davao City.

In this role you will assist customers via phone, chat, and email, verify details, review remittance information, and coordinate with partners to ensure timely service. The ideal candidate communicates clearly in business English, has strong research and multitasking skills, and can work in a structured, high-accuracy environment.

Qualifications

• 1+ year of customer service experience preferred, especially in fintech or money transfer services.
• Experience with remittance or financial services customer support is an advantage.
• Able to handle voice and non-voice or omnichannel support.
• Senior High School graduation or equivalent; 2 years of college acceptable.

Responsibilities

• Respond to customer inquiries via phone, chat, and email in a professional manner.
• Maintain a balanced workload of ~50% voice and 50% non-voice support.
• Obtain, validate, and document customer information accurately.
• Review remittance and transaction records to determine status of requests.
• Verify information against internal records; escalate when needed.
• Coordinate with partners to facilitate timely processing or release of remittances.
• Provide clear information and manage customer expectations.
• Maintain accurate records of interactions and meet productivity and quality targets.
• Adapt to changing priorities and support across customer service activities.

Skills

Business English

Research and multitasking

Communication

Attention to detail

Time management

Adaptability

Onsite work readiness

Education

Senior High School diploma or equivalent

2 years of college

Tools

AI-powered tools

Multiple web-based applications

Typing 35 WPM

Computer literacy

Job description

Customer Experience Associate

Position Overview

As a Customer Experience Associate, you will assist customers through multiple communication channels, including phone, chat, and email. You will be responsible for addressing inquiries, verifying customer details, checking transaction and remittance information, and coordinating with internal teams and external partners to help ensure timely and accurate service.

The role requires strong communication, attention to detail, research skills, and the ability to manage both voice and non-voice customer interactions while meeting established performance standards.

Key Responsibilities

• Respond to customer concerns and inquiries through phone, chat, and email in a professional and courteous manner.

• Handle a balanced workload of approximately 50% voice and 50% non-voice support.

• Obtain, validate, and document customer information accurately.

• Review remittance and transaction records to determine the current status of customer requests.

• Examine customer-submitted documents and verify information against available internal records.

• Coordinate with partners and relevant stakeholders to facilitate the proper and timely processing or release of remittances.

• Provide clear and appropriate information while managing customer expectations.

• Resolve customer concerns within established processes and **escalate** cases when necessary.

• Maintain accurate records and ensure customer interactions are properly documented.

• Consistently meet individual and team productivity, quality, and service targets.

• Adapt to changing priorities and provide support across customer service activities as needed.

Qualifications

Communication & Behavioral Skills

• Strong verbal and written business English communication skills.

• Able to understand customer concerns and communicate information clearly and professionally.

• Good research and multitasking abilities, particularly when handling several systems or customer concerns simultaneously.

• Customer-focused with a positive and service-oriented approach.

• Capable of explaining processes, setting appropriate expectations, and handling sensitive information professionally.

• Detail-oriented with a careful and methodical approach to reviewing customer and transaction information.

• Good time management and organizational skills.

• Demonstrates sound judgment, critical thinking, and decision-making abilities.

• Comfortable working in a structured and repetitive environment while maintaining consistency and accuracy.

• Self-motivated, dependable, adaptable, and resilient.

• Willing to work onsite in Damosa Lanang, Davao City.

• Willing to work on shifting schedules, weekends, and holidays, depending on business requirements.

Technical Skills

• Minimum typing speed of 35 WPM.

• Good business writing and documentation skills.

• Comfortable navigating and working with multiple web-based applications and tools.

• Good computer literacy and internet navigation skills.

• Familiarity with AI-powered or AI-assisted tools is an advantage.

Experience & Educational Background

• Preferably with at least 1 year of customer service experience, particularly in a financial technology or fintech account.

• Experience in remittance, money transfer, financial services, or delivery-related customer service is an advantage.

• Previous experience handling both voice and non-voice or omnichannel support is preferred.

• At least Senior High School graduate or equivalent educational background, including applicants with at least 2 years of college.