Customer Success Advocate Project Hire

GoTyme Bank; Quezon City; On-site; PHP 240,000 - 320,000; Full time

Job summary

GoTyme Bank in the Philippines is seeking a customer-focused professional to help customers derive value from our products and services. You will respond across chat, email, and phone, guiding users through features and benefits to ensure satisfaction.

You will collaborate with product, sales, and marketing teams to improve the customer experience, collect feedback, and report trends. The role emphasizes empathy, clear communication, and timely problem resolution to retain customers.

Qualifications

• Experience in customer support across channels (chat, email, phone).
• Ability to build and maintain strong customer relationships.
• Proven track record resolving complaints efficiently.
• Experience collaborating with product, marketing, and sales teams.
• A customer-first mindset with strong empathy.
• Excellent verbal and written communication skills.
• Strong problem-solving and time management abilities.
• Ability to handle multiple requests without compromising quality.

Responsibilities

• Respond to customer inquiries and resolve issues across channels.
• Guide customers to understand product features and benefits.
• Proactively address complaints and escalate when needed.
• Aim to increase satisfaction and loyalty through excellent service.
• Collect customer feedback to improve products and services.
• Collaborate with other teams to enhance the overall experience.
• Track and report customer interactions and trends.

Skills

Customer service experience

Client relationship management

Complaints and issue resolution

Cross-functional collaboration

Data and feedback handling

Customer-first mindset

Communication skills

Problem-solving abilities

Empathy

Time management

Attention to detail

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.