Customer Experience Representative

Pagasa Philippines Finance Corporation

Central Luzon

On-site

PHP 223,000 - 357,000

Full time

14 days+

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

Pagasa Philippines Finance Corporation invites applications for a Customer Experience Representative at our branch network. You will be the first contact for customers, resolve inquiries, process service requests, and promote loan products, while supporting sustainability and CSR initiatives.

The role requires strong communication, problem solving, and detail-oriented service, with proactive coordination across branches to ensure smooth customer experiences and accurate record-keeping.

Qualifications

Bachelor's degree in business/admin or related field.
1–3 years in customer experience or service roles.
Experience handling inquiries, concerns, and service requests.
Proven ability to upsell or promote products.
Strong communication and interpersonal skills.

Responsibilities

Serve as primary contact for walk-in customers with product info and processes.
Handle inquiries and complaints with timely resolution.
Coordinate with branches and departments to address concerns.
Promote products and achieve sales targets.
Record interactions and prepare reports for service improvement.
Support sustainability and CSR initiatives with financial literacy activities.
Stay updated on products, policies, and procedures.

Skills

Customer Service

Communication Skills

Active Listening

Problem Solving

Attention to Detail

Time Management

Organizational Skills

Data Entry

Report Writing

Team Collaboration

Adaptability

Sales Talks

Customer Relationship Management

Stakeholder Engagement

Education

Bachelor's degree in a related field

Tools

Microsoft Office

Job description

ROLE PROFILE

Position: Customer Experience Representative

Reports to: Customer Service Manager & Sustainability Manager

Direct reports: N/A

Location: Branch Deployment

WHO WE ARE

Pagasa Philippines Finance Corporation (PPFC) is a subsidiary of ASA International, one of the world’s largest and fastest-growing international microfinance institutions, with a premium listing on the London Stock Exchange. ASA International operates across 13 countries in Asia and Africa, providing socially responsible financial services to underbanked, low-income entrepreneurs — the majority of them women. At Pagasa Philippines Finance Corporation, we currently have 400+ branches, servicing up to 400,000 clients across the country.

We are in the midst of a strategic and digital transformation program, modernizing our systems, data infrastructure, and ways of working to build the next generation of inclusive financial services. Our renewed leadership team is driving this change with a clear focus on growth, professionalism, and disciplined execution.

ASA International combines thesocial impact of microfinancewith thegovernance, technology, and ambition of a listed commercial bank. We are building a culture that values innovation, accountability, and excellence—attracting leaders who want to shape a modern, scalable, and data-driven financial institution.

JOB PURPOSE

The Customer Experience Representative serves as the primary point of contact for customers, ensuring the timely resolution of inquiries, concerns, complaints, and service requests while delivering an exceptional end-to-end customer experience. The role supports customer satisfaction, borrower retention, business growth, and operational excellence by providing accurate product information, maintaining customer records, coordinating with internal departments, and ensuring prompt resolution of customer concerns.

In addition, the Customer Experience Representative provides operational support to customer-facing Sustainability and Corporate Social Responsibility (CSR) initiatives. Working closely with the Sustainability Manager, the role assists in promoting financial literacy, community engagement, customer awareness programs, and sustainability initiatives that reinforce Pagasa Philippines Finance Corporation’s commitment to responsible finance and positive social impact.

DUTIES AND RESPONSIBILITIES

Customer Experience Management

Serve as the primary point of contact for walk-in customers by providing assistance on the Company's products, services, application requirements, payment processes, and policies.
Handle face-to-face customer inquiries, concerns, complaints, and service requests, ensuring proper documentation, timely resolution, and follow-up when necessary.
Coordinate with the appropriate departments and branches to facilitate customer concerns, referrals, transactions, document requests, and other operational requirements, escalating complex issues when appropriate.
Promote the Company's products and services by conducting sales talks, identifying customer needs, recommending suitable loan products, and achieving assigned sales and conversion targets.
Record and monitor customer interactions, sales activities, complaints, and feedback, and prepare reports with recommendations for service improvement.
Support customer-facing Sustainability and Corporate Social Responsibility (CSR) initiatives, including financial literacy programs, community engagement activities, and customer awareness campaigns.
Stay updated on Company products, policies, and procedures while maintaining professionalism, empathy, and service excellence in every customer interaction.

Sustainability and Community Engagement Support

Support the Sustainability Manager in communicating sustainability, financial literacy, and community engagement initiatives to customers and branch personnel.
Assist in coordinating customer-facing Corporate Social Responsibility (CSR) and sustainability programs, including financial literacy seminars, community outreach activities, and awareness campaigns.
Gather customer feedback related to sustainability and community engagement initiatives to support program evaluation and continuous improvement.
Promote awareness of the Company's sustainability initiatives and responsible finance programs during appropriate customer interactions.
Coordinate with internal departments to support customer-focused sustainability projects and special initiatives.
Assist in preparing documentation, attendance records, and reports related to sustainability activities as assigned.

Administrative and Coordination Support

Coordinate with branches, Head Office departments, and other stakeholders to support customer transactions, sustainability initiatives, and operational requirements.
Maintain accurate records and prepare reports related to customer experience, sales performance, complaints, and sustainability activities.
Perform other duties that may be assigned in support of Customer Experience and Sustainability functions.

CORE COMPETENCIES AND SKILLS

Customer Service Excellence

Relationship Management

Strong Communication Skills

Active Listening

Complaint Resolution and Conflict Management

Problem Solving and Critical Thinking

Attention to Detail

Time Management

Organizational Skills

Data Entry and Record Management

Report Writing

Team Collaboration

Community and Stakeholder Engagement

Sustainability and CSR Awareness

Event and Program Coordination

Adaptability and Continuous Learning

Results Orientation

EDUCATION & EXPERIENCE

Required Qualifications

Bachelor's Degree in Business Administration, Marketing, Communications, Hospitality Management, Public Administration, Financial Management, Entrepreneurship, or any related field.
At least one (1) to three (3) years of relevant experience in Customer Experience, Customer Service, Customer Relations, Sales, Branch Operations, Client Support, or other customer-facing roles.
Experience handling customer inquiries, concerns, complaints, and service requests while maintaining a high level of customer satisfaction.
Demonstrated ability to conduct sales talks, identify customer needs, and promote products or services.
Strong communication, interpersonal, and relationship-building skills.
Excellent customer engagement, problem-solving, and conflict resolution skills.
Ability to coordinate effectively with branches and cross-functional teams to support operational and customer service requirements.
Proficient in Microsoft Office applications (Word, Excel, PowerPoint, and Outlook).
Strong organizational skills with the ability to manage multiple tasks and maintain accurate documentation.
Willing to travel to branches and perform field assignments when necessary.