Customer Service Team Lead

Troka Group Inc.; Makati; In loco; PHP 670.000 - 1.004.000; Tempo pieno

Descrizione del lavoro

Troka Group Inc. in Makati is seeking a Customer Service Team Lead to oversee overnight operations, coach a team of specialists, and ensure timely, accurate responses across phone, email, chat, and in-app messaging.

You will set targets, handle escalations, monitor quality, and collaborate with compliance and product teams to improve processes while upholding BSP consumer protections and fraud controls.

Competenze

• Four+ years in customer service with team-lead or supervisory experience.
• Experience running a shift-based team, rostering and handovers.
• Knowledge of BSP financial consumer protection framework and RA 11765.
• Excellent spoken and written English and Filipino.
• Comfort with CRM and ticketing systems and live channels.

Mansioni

• Oversee overnight service delivery across channels.
• Define and enforce response and resolution targets per channel.
• Act as on-shift decision-maker overnight; escalate as needed.
• Maintain escalation matrix across IT, Operations, Compliance and payout partners.
• Ensure smooth handover to day team with complete documentation.
• Lead consumer protection and complaint handling per BSP/RA 11765.
• Manage transaction support including payouts and KYC issues.
• Lead fraud response and protect customers from scams.
• Recruit, coach and develop team; build knowledge base.

Conoscenze

Customer service leadership

Shift management

Crisis management

Communication (English/Filipino)

Attention to detail

Strumenti

CRM systems

Ticketing platforms

Live chat software

Telephony platforms

Descrizione del lavoro

Company Description

Troka Group Inc. is a Makati-based holding company dedicated to serving people and businesses with genuine care at every stage of their journey. Troka Group is also expanding into fintech, bringing its commitment to trusted, forward-looking service into new markets. Across all ventures, the company emphasizes dependable support, sincerity, and warmth in its relationships with communities and enterprises. Troka Group believes that distance should never be a barrier to the care it provides.

Role Description

The Customer Service Team Lead is a full-time, on-site role based in Makati. This role is responsible for overseeing daily customer service operations, guiding a team of customer service representatives, and ensuring timely, accurate responses to customer inquiries and concerns.

The Team Lead will monitor service quality, handle escalations, and implement best practices to improve customer satisfaction and team performance. Responsibilities include coaching and mentoring team members, preparing performance reports, coordinating schedules, and collaborating with other departments to resolve complex issues. The role also involves identifying process improvements, supporting training initiatives, and upholding Troka Group’s standards of care and professionalism in every customer interaction.

Reporting Line

The role reports to the Country Manager / Chief Operating Officer, with a functional line to the Head of Legal and Compliance on financial consumer protection matters — complaint handling, consumer assistance records and regulatory escalations.

That second line is deliberate. Service levels and productivity belong to the business. The completeness and accuracy of the complaint register, and the decision on what gets escalated to the regulator, belong to Compliance and cannot be managed down for the sake of a metric. You will be expected to hold that distinction even when it is inconvenient.

Responsibilities

• Own overnight service delivery end to end: rostering, queue management, channel coverage and real-time workload allocation across phone, email, chat and in-app messaging.
• Define, publish and hold the team to response and resolution targets for each channel, and report performance against them.
• Act as the on-shift decision-maker overnight. You will make judgement calls — on goodwill, on holding a payout, on waking someone up — without a manager to consult.
• Maintain and run the overnight escalation matrix to IT, Operations, Compliance, payout partners and correspondent support, including who to call, at what threshold, and how long to wait before doing it.
• Own the handover to the day team: written, complete, with no open thread left unflagged.

Consumer Protection and Complaint Handling

• Operate VUVU’s Consumer Assistance Mechanism on the night shift — receiving, logging, acknowledging, investigating and resolving complaints within the turnaround times prescribed under the BSP’s financial consumer protection framework and RA 11765.
• Maintain the complaint register to the standard of completeness and accuracy BSP expects. These records are examinable, and a thin or back-dated entry is a finding.
• Identify and escalation reportable complaints, suspected fraud and matters with regulatory implications promptly, rather than attempting to resolve them quietly within the shift.
• Prepare the night shift’s input into periodic consumer assistance reporting.
• Ensure no complaint is closed without a documented resolution that has actually been communicated to the customer.

Transaction Support

• Oversee overnight handling of transaction tracing, delayed or failed payouts, cancellations and refunds, FX rate and fee queries, limit questions, and KYC or document verification issues.
• Coordinate with payout partners, correspondents and gateways across time zones, and chase them rather than waiting on them.
• Judge when to hold, when to elevate and when to make the customer whole, within an agreed goodwill authority.

Fraud and Customer Protection

• Lead first-line response to customer reports of fraud, scams and unauthorised transactions, including triggering kill switch, transaction locks and account restrictions in line with policy and the account protection requirements of the Anti-Financial Account Scamming Act (AFASA).
• Preserve evidence and complete the initial record properly so that Compliance and IT Security can act on it, and preserve evidence and complete the initial record properly so that Compliance and IT Security can act on it, and preserve evidence and complete the initial record properly so that compliance and IT Security…
• Recognise social engineering patterns aimed at OFW customers — fake recruiters, bogus payout confirmations, romance and investment scams — and feed what the team sees back into fraud rules and customer warnings.
• Handle distressed and vulnerable customers with care, including cases where the customer has been deceived and is embarrassed to say so.

Building and Leading the Team

• Recruit, onboard, coach and develop the Customer Service Specialists, and grow the team as volumes require.
• Build the knowledge base, scripts, macros and FAQs from scratch, and keep them current as the product changes.
• Run quality assurance through call, chat and ticket review, with calibrated scoring and specific coaching rather than generic feedback.
• Look after the team. Night work is hard on sleep, health and relationships, and attrition is the single biggest risk to this function. Rostering fairly, protecting rest days and noticing when someone is struggling are part of the job, not extras.
• Analyse contact drivers and turn recurring issues into product and process fixes, working with Product, IT and Operations instead of absorbing the same problem nightly.
• Report volumes, drivers, service levels, customer satisfaction and complaint trends to the Country Manager, with a clear view on what should change.
• Support internal audit, external audit and BSP examinations by producing complaint records and evidence on request.

Qualifications

• At least four (4) years in customer service, including at least two (2) years as a team lead or supervisor. Experience in remittance, payments, e-money, banking, fintech, or a BPO handling financial accounts is strongly preferred.
• Demonstrated experience running a shift-based team, including rostering, shift handover and managing people you cannot see.
• Working knowledge of the BSP financial consumer protection framework and RA 11765, the AFASA account protection requirements, and the Data Privacy Act of 2012 — or the aptitude and appetite to learn them quickly.
• Excellent spoken and written English and Filipino. Working fluency in Ilocano, Bisaya or Bicolano is a strong advantage, as a large share of our customers and their beneficiaries are most comfortable in those languages.
• Confident with CRM and ticketing systems, live chat and telephony platforms, and able to read transaction records and logs well enough to explain what happened to a customer.
• Sound judgment under pressure and without supervision, and the composure to be the calm voice at three in the morning.
• Clear, precise written English. Complaint records, incident notes and regulatory reporting are a core part of this role, not an afterthought.
• Discretion and integrity in handling customer identity documents, transaction data and confidential information.
• A considered, committed willingness to work permanent night shifts on-site in Makati City.

Troka Groups, Inc. is an equal opportunity employer. We evaluate all applicants on merit and do not discriminate on the basis of age, sex, gender, civil status, religion, disability, ethnicity, or health status.