FinTech Customer Experience Project Specialist

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

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