Customer Support Project Specialist - Monee Credit Experienced (Individual Contributor) Manila [...]

Monee; Philippines; On-site; PHP 446,000 - 725,000; Full time

Job summary

Monee Credit is seeking a Customer Support Project Specialist to enhance user experience by addressing pain points, initiating projects, and collaborating with Product to implement feature improvements. The role is based in Manila and reports to Operations, focusing on CSAT, refunds, and self-service enhancements.

This position requires 3–5 years in customer service and complaint management, strong communication, problem-solving, and a willingness to work weekends and public holidays at the

Qualifications

• 3–5 years in customer service and complaint management, preferably in financial services.
• Excellent verbal and written communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Project management experience is a plus; willingness to work in BGC, Taguig and weekends/holidays.

Responsibilities

• Ensure smooth user experience by addressing user pain points, such as creating process improvements and proposing feature enhancements
• To initiate projects and studies for better user experience
• Identify and implement process improvements in customer service workflows to enhance efficiency and satisfaction.
• Collaborate with the Product team to identify opportunities for new features or improvements to address customer pain points and enhance overall user experience
• Conduct market studies to identify new opportunities for enhancing customer experience, analyze competitors, and understand user sentiments.
• Monitor and analyze CSAT data to drive improvements.
• Oversee special bucket and high-priority customer cases to ensure timely resolution.
• Manage and process ad hoc refund requests and wallet adjustments.
• Optimize and maintain the Chatbot and Help Center for better self-service and support.
• Performs other functions that may be assigned from time to time

Skills

Customer service

Complaint management

Communication

Problem-solving

Project management

Job description

Customer Support Project Specialist - Operations, Monee Credit

Experienced (Individual Contributor)

Location Manila

Department Operations

Monee is a leading digital payments and financial services provider in Southeast Asia, with a growing presence in Latin America. Its mission is to better the lives of individuals and businesses in the region with financial services through technology.

Monee delivers a comprehensive range of digital financial products and services, including mobile wallets, payment processing, credit, banking, and insurtech. By leveraging technology and strategic partnerships, Monee aims to drive greater digital financial inclusion, convenience, and accessibility for individuals and small businesses across Southeast Asia and Latin America.

Monee is part of Sea Limited, a global technology company.

Job Description:

• Ensure smooth user experience by addressing user pain points, such as creating process improvements and proposing feature enhancements
• To initiate projects and studies for better user experience
• Identify and implement process improvements in customer service workflows to enhance efficiency and satisfaction.
• Collaborate with the Product team to identify opportunities for new features or improvements to address customer pain points and enhance overall user experience
• Conduct market studies to identify new opportunities for enhancing customer experience, analyze competitors, and understand user sentiments.
• Monitor and analyze Customer Satisfaction (CSAT) data to drive improvements.
• Oversee special bucket and high-priority customer cases to ensure timely resolution.
• Manage and process ad hoc refund requests and wallet adjustments.
• Optimize and maintain the Chatbot and Help Center for better self-service and support.
• Performs other functions that may be assigned from time to time

Requirements:

• At least 3-5 years experience in customer service and complaint management experience, preferably has experience in financial services.
• Excellent communication (verbal and written) and interpersonal skills.
• Problem-solving and decision-making skills
• Project management experience is a plus
• Willing to work in BGC, Taguig City, and available for weekend shifts and public holiday