Customer Success Advocate (Project Hire)

GoTyme Bank; Quezon City; On-site; PHP 260,000 - 420,000; Full time

Job summary

GoTyme Bank is seeking a customer support specialist to ensure a smooth, best-in-class experience for users of our digital banking products. You will respond to inquiries across chat, email, and phone, help customers understand features, and address issues to maximize value and satisfaction.

You will collect feedback to improve services, share insights with product and marketing teams, and collaborate with other departments to enhance the overall customer journey and retention.

Qualifications

• Experience delivering excellent service across chat, email, or phone channels.
• Proven ability to build and maintain strong customer relationships.
• Proven ability to handle and resolve customer complaints and problems efficiently and professionally.
• Experience collaborating with product, marketing, and sales teams to ensure a smooth customer experience.
• Experience collecting customer feedback and using data to suggest improvements.
• Ability to adopt a customer-first mindset and create strategies to enhance overall experience.
• Strong verbal and written communication to engage with customers and teams clearly.
• Proven problem-solving abilities and ability to think quickly to resolve issues.
• Demonstrates empathy and patience when dealing with customers.
• Commitment to customer-focused service and going the extra mile.
• Ability to manage multiple requests while maintaining quality.

Responsibilities

• Respond to customer inquiries and resolve issues across various channels (e.g., chat, email, phone).
• Assist customers in navigating the product or service, ensuring they understand its features and benefits.
• Proactively address customer complaints, escalating when necessary, and ensuring timely solutions.
• Work to increase customer satisfaction and loyalty by providing exceptional service and support.
• Gather customer feedback to help improve the product or service and share insights with internal teams.
• Collaborate with other teams (e.g., product, sales, and marketing) to improve the overall customer experience.
• Track and report on customer interactions, trends, and satisfaction levels to help drive continuous improvement.

Skills

Customer Service Experience

Client Relationship Management

Complaints and Issue Resolution

Cross-Functional Collaboration

Data & Feedback Handling

Customer-First Mindset

Communication Skills

Problem-Solving Abilities

Empathy

Customer Focus

Time Management

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.

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 and best in‑class customer experience 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: Assist customers in navigating the product or service, ensuring they understand its features and benefits.
• Problem Resolution: Proactively address customer complaints, escalating when necessary, and ensuring timely solutions.
• 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 to clearly 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 while maintaining high‑quality service.