Customer Success Advocate (Project Hire)

Gotyme Inc; Quezon City; In loco; PHP 223.000 - 391.000; Tempo pieno

Descrizione del lavoro

GoTyme is expanding its customer support team in the Philippines to help customers with inquiries and issues via chat, email, and phone. The role focuses on delivering best-in-class service, guiding customers through product features, and building lasting relationships to improve satisfaction.

Ideal candidates will resolve problems promptly, collect feedback for product improvements, and collaborate with product, sales, and marketing teams to enhance the overall customer experience.

Competenze

• Experience in customer support across channels (chat, email, phone).
• Ability to build and maintain strong customer relationships.
• Proven track record resolving complaints effectively and professionally.
• Collaborates with product, marketing, and sales to improve CX.

Mansioni

• Respond to customer inquiries and resolve issues across multiple channels.
• Guide customers on features and benefits of GoTyme products.
• Proactively address complaints and escalate when needed.
• Track interactions and provide insights for service improvements.
• Collaborate with other teams to enhance overall customer experience.

Conoscenze

Customer service

Client relationship management

Complaint resolution

Cross-functional collaboration

Data collection

Empathy

Time management

Communication skills

Descrizione del lavoro

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.

Requirements

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 customer's 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.