Customer Success Advocate Project Hire

GoTyme Bank; Philippines; On-site; PHP 200,000 - 280,000; Full time

Job summary

GoTyme Bank, based in the Philippines, is seeking a Customer Support specialist to ensure a smooth, best-in-class customer experience across channels. You will assist customers with questions, guide them through features, and resolve issues to maximize value from our offerings.

The role emphasizes collecting feedback, strengthening relationships, and collaborating with product, sales, and marketing to continuously improve service quality and satisfaction.

Qualifications

• Must have experience in customer support across chat, email, or phone channels.
• Ability to build and maintain strong customer relationships.
• Proven skill in resolving customer inquiries and issues efficiently.
• Experience collaborating with product, marketing, and sales teams.

Responsibilities

• Respond to customer inquiries and resolve issues across channels (chat, email, phone).
• Guide customers in navigating the product or service and its features.
• Proactively address complaints, escalate when necessary, and ensure timely resolutions.
• Work to increase customer satisfaction and loyalty through exceptional service.
• Gather customer feedback to help improve the product or service.
• Collaborate with product, sales, and marketing to enhance the overall experience.
• Track and report on customer interactions, trends, and satisfaction levels.

Skills

Customer service

CRM experience

Complaint handling

Cross-functional collaboration

Data collection

Empathy

Communication

Problem-solving

Time management

Job description

Job Description:

About GoTyme

GoTyme is a joint venture between the Gokongwei Group, one of the biggest conglomerates in the Philippines, and the Singapore-headquartered digital banking group Tyme. This venture combines the trusted Gokongwei brand, customer base, and distribution ecosystem with Tyme’s globally proven digital banking technology and hands-on experience building South Africa’s leading digital bank, TymeBank, one of the fastest-growing digital banks in the world today.

At GoTyme, we have embarked on a journey to democratize financial services and bring next-level banking to the Philippines. We seek individuals who share our belief that the game is worth changing, to join our growing team of GoTymers as we build, launch, and scale a bank that empowers all Filipinos to navigate a path to financial freedom.

About the role

To help customers have a smooth andbest in-class customerexperience with our products and services. This involves supporting customers with any questions or issues they may have, making sure they get the most value from what we offer, and ensuring their satisfaction. The role also includes collecting feedback to help improve our services and strengthen customer relationships.

• Customer Support: Respond to customer inquiries and resolve issues across various channels (e.g., chat, email, phone).
• Customer Guidance:Assistcustomers in navigating the product or service, ensuring they understand its features and benefits.
• Problem Resolution: Proactively address customer complaints, escalating when necessary, and ensuringtimelysolutions.
• Customer Retention: Work to increase customer satisfaction and loyalty by providing exceptional service and support.
• Feedback Collection: Gather customer feedback to help improve the product or service and share insights with internal teams.
• Collaboration: Work with other teams (e.g., product, sales, and marketing) to improve the overall customer experience.
• Reporting: Track and report on customer interactions, trends, and satisfaction levels to help drive continuous improvement.

Must haves

• Customer Service Experience: Previous experience in customer support, either in-person or through digital channels (chat, email, phone), with a focus on resolving inquiries and delivering excellent service.
• Client Relationship Management: Experience in building and maintaining strong customer relationships, focusing on retention and satisfaction.
• Complaints and Issue Resolution: Proven ability to handle and resolve customer complaints and problems efficiently and professionally.
• Cross-Functional Collaboration: Experience working with various teams (e.g., product, marketing, and sales) to ensure a smooth customer experience.
• Data & Feedback Handling: Experience collecting customer feedback and using data to suggest process or product improvements.
• Customer-First Mindset: Build a customer-first mindset, prioritizing the customers needs and creating strategies that enhance their overall experience.
• Communication Skills: Strong verbal and written communication toclearly and effectively engage with customers and internal teams.
• Problem-Solving Abilities: Ability to think critically and find quick, effective solutions to customer issues.
• Empathy: Understand and relate to customers needs, showing patience and a customer-first attitude.
• Customer Focus: Dedicated to ensuring customer satisfaction and going the extra mile to deliver a positive experience.
• Time Management: Efficient in managing multiple customer requests and tasks whilemaintaininghigh-quality service.