Customer Service Agent - MoneeInsure Experienced (Individual Contributor) Manila Operations

Monee; Manila; Hybrid; PHP 268,000 - 357,000; Full time

Job summary

MoneeInsure is hiring a Customer Service Agent - Operations in Manila. Join a team within the Operations department to support claims and non-claims inquiries, ensuring rapid, accurate responses and high customer satisfaction.

Ideal candidates have at least 1 year in customer service, strong communication skills, and a customer-first mindset. Experience in insurance or financial services is a plus, with a focus on delivering outstanding service in a fast-paced environment.

Qualifications

• Minimum of 1 year in customer service and complaint handling.
• Experience in insurance or financial services is a plus.
• Strong customer orientation with focus on excellent service.

Responsibilities

• Assist in implementing standard customer service procedures for claims and non-claims.
• Track and report customer service metrics and suggest improvements.
• Handle customer requests, investigations, and resolutions of complaints.
• Clarify issues, identify causes, propose solutions, and follow up to ensure satisfaction.
• Support QA and UAT efforts with stakeholders to ensure outcomes.
• Contribute to design of new processes and product requirements.

Skills

Customer service

Complaint management

Verbal & written communication

Multitasking

Education

Bachelor's degree

Job description

Customer Service Agent - Operations, MoneeInsure

Experienced (Individual Contributor)

Location Manila

Department Operations

Monee is a leading digital payments and financial services provider in Southeast Asia, with a growing presence in Latin America. Its mission is to better the lives of individuals and businesses in the region with financial services through technology.

Monee delivers a comprehensive range of digital financial products and services, including mobile wallets, payment processing, credit, banking, and insurtech. By leveraging technology and strategic partnerships, Monee aims to drive greater digital financial inclusion, convenience, and accessibility for individuals and small businesses across Southeast Asia and Latin America.

Monee is part of Sea Limited, a global technology company.

Job Description:

• Aid in the implementation of standard customer service / support operating procedures for claims / non-claims questions and issues
• Ensure that customer service metrics, provide reports/status updates on customer service initiatives are reached, and suggest concrete methods for improvement.
• Handle customer requests, complaint investigations and resolutions
• Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
• Support quality assurance and user acceptance testing (UAT) efforts by working with relevant stakeholders to ensure alignment and desirable outcomes
• Contributes in the design of new and existing processes. This includes mapping out features and requirements necessary for product development

Requirements:

• Diploma/Bachelor’s Degree in any field.
• At least [1] year of experience in customer service and complaint management experience. Experience in insurance or financial services is a plus
• Customer-oriented with a strong focus on delivering excellent customer experience
• Excellent communication (verbal and written) and interpersonal skills
• Familiar with the workflow of contact center systems
• Ability to multitask, prioritize and manage time effectively