Customer Service Agent - Operations, MoneeInsure

Monee; Manila; On-site; PHP 180,000 - 240,000; Full time

Job summary

MoneeInsure in Manila is seeking an entry-level Customer Service Agent to support operations for insurance and financial services customers. You will handle inquiries, guide users through processes, and help maintain service quality.

The role emphasizes strong communication, multitasking, and a customer-first mindset in a growing digital-payments environment.

Qualifications

• Diploma/Bachelor’s Degree in any field is required.
• 1 year of customer service and complaint management experience preferred.
• Strong customer focus and communication skills essential.
• Familiar with contact center workflows and tools.

Responsibilities

• Aid in implementing standard customer service procedures for claims and non-claims questions.
• Ensure customer service metrics and status updates are met and improved.
• Handle customer requests, complaint investigations and resolutions.
• Resolve product or service problems by clarifying the complaint and selecting best solutions.
• Support QA and UAT efforts with stakeholders for desired outcomes.
• Contribute to design of new and existing processes for product development.

Skills

Customer service

Complaint management

Communication skills

Multitasking

Time management

Education

Diploma/Bachelor’s Degree in any field

Job description

Customer Service Agent - Operations, MoneeInsure

Entry Level Manila

About Monee

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