282 Customer Service Manager jobs in Taguig

Wefund is the leading fintech cash lender in the Philippines and owns the online lending platform called JuanHand. JuanHand has over 65 million downloads and disburses over 3.5 billion pesos of loans monthly. Wefund is a subsidiary of Finvolution Group, one of the biggest fintech companies in Asia with a USD27billion loan book. Finvolution is a publicly traded company and listed with the NYSE (FINV). JuanHand has been recognized by the SEC as a Best Practice OLP. Wefund is committed to help the creditworthy yet underserved by offering tech enabled financial products that are pleasant to use, with fair interest rates and fast approval times. Wefund is the trusted fintech lender of choice and operates with the highest level of integrity and ethics. Wefund has a reputation of being an Employer of Choice in the Fintech Lending industry. Our Core Values are ICED Tea: Integrity, Competence, Enthusiasm, Dependability and Teamwork.

Key Responsibilities

1. Team Management and Performance Improvement:
2. Oversee the daily management, task allocation, coaching, and motivation of the credit card customer service team (including but not limited to phone and online support).
3. Set clear team and individual performance goals (KPIs), such as service quality, call duration, resolution rate, and customer satisfaction, and continuously monitor and optimize performance.

4. Organize and implement training programs to enhance the team's expertise in credit card product knowledge, service skills, risk prevention, and cross-selling.

5. Service Quality and Customer Experience Monitoring:

6. Monitor interaction quality across various service channels (phone, email, online chat, etc.), conduct regular call reviews, case analyses, and provide feedback.
7. Perform in-depth analysis of customer feedback, complaint data, and satisfaction surveys (NPS/CSAT) to identify pain points, drive process improvements, and enhance the overall customer experience.

8. Establish and refine service quality standards and procedures to ensure consistency and professionalism in service delivery.

9. Operational Efficiency and Risk Control:

10. Manage on-site operations, optimize scheduling, ensure service level (SL) targets are met, and control costs effectively.
11. Handle escalated complex customer inquiries and complaints, ensuring timely and proper resolution of critical issues.
12. Strictly comply with local financial regulations and internal company policies to ensure zero errors in compliance, anti-fraud, and information security.

13. Identify and assess operational risks, and develop and implement effective risk control measures.

14. Business Collaboration and Strategic Support:

15. Collaborate closely with relevant departments (Product, Marketing, Risk Control, Operations, etc.) to convey the "voice of the customer," supporting new product development, process optimization, and marketing initiatives.
16. Drive precision marketing and cross-selling during service interactions to contribute to the achievement of credit card business targets.
17. Regularly prepare and submit team operational reports, performance analyses, and management recommendations.

Qualifications

• Bachelor's degree or higher, preferably in Finance, Economics, Management, Marketing, or related fields.
• 5+ years of customer service experience in the financial industry (preferably in banking or credit card centers), including at least 2 years in a team management role.
• In-depth knowledge of credit card products, business processes, and industry regulations; familiarity with various business scenarios such as credit, rewards, installment payments, repayment, and risk control.
• Strong data analysis skills, with proficiency in tools like Excel for data extraction, analysis, and visualization; data-driven decision-making ability.
• Excellent communication, coordination, and conflict resolution skills, with the ability to efficiently handle complex customer complaints and internal collaboration challenges.
• Strong customer service orientation and risk/compliance awareness.
• Demonstrated leadership, team-building, and coaching skills, with the ability to motivate and inspire team morale.

JOB SUMMARY:

A customer service manager leads the unit in providing great customer experience by developing effective customer service procedures, implementing customer loyalty programs, and setting customer satisfaction goals.

SPECIFIC DUTIES AND RESPONSIBILITIES:

• Supervise day-to-day operations in the customer service unit
• Respond to customer service issues in a timely manner
• Create effective customer service procedures, policies, and standards
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis
• Implement an effective customer loyalty program in collaboration with Marketing
• Maintain accurate records and document all customer service activities and discussions
• Assess service statistics and prepare detailed reports on findings
• Hire and train new customer service representatives
• Manage the approved budget of the customer service unit
• Stay informed on the latest industry techniques and methods

SUMMARY OF ACCOUNTABILITIES:

• Supervising customer service agents and other staff. Trains, coaches, and mentors employees on how to deliver the best customer service possible.
• Manages the TAT and Backlog in accordance to KPIs
• Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants.
• Creates effective work plans/staff work schedule; identifies the correct resources and processes; sets priorities; delegates authority and meets deadlines.
• Enforces a comprehensive and even manpower scheduling/shifts, leave of absence, break periods and absences.
• Writing reports analyzing the customer service that organization provides.
• Provides staff with continual feedback; recognizes exceptional performance and takes corrective action to improve poor performance; conducts all performance appraisals on time ; evaluates performance based on work products and actual performance
• Responsible for generation and submission of Monthly Reports
• Meeting with other manager's to discuss possible improvements to customer service.
• Incorporates control systems that monitor workflow and ensure task completion
• Leading or supervising a team of customer service staff.
• Continually seeks customer feedback and designs processes to improve service
• Understands and adheres to company compliance standards; implements initiatives to achieve compliance goals; ensure submission of daily, weekly & monthly reports
• Builds and develops effective teams to attain departmental objectives
• Handle major incidents that cannot be resolved by agents
• Isolate and identify areas of improvement.

BASIC QUALIFICATIONS:

Education/Trade Qualification

An associate or bachelor's degree

Relevant Experience

• Proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager.
• Experience in providing customer service support.
• Excellent knowledge of management methods and techniques.
• Customer service orientation.

Skills and Abilities

• Working knowledge of Microsoft Word and Excel.
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills

RCX Recruitment Inc. (Formerly Reeracoen Philippines, Inc.) is hiring a Full time Customer Service Manager role in Makati, NCR. Apply now to be part of our team.

Job summary:

• Looking for candidates available to work:
• Monday: Morning
• Tuesday: Morning
• Wednesday: Morning
• Thursday: Morning
• Friday: Morning
• More than 4 years of relevant work experience required for this role
• Expected salary: ₱40,000 - ₱55,000 per month

Customer Service Assistant Manager - Financing Ortigas

Salary: 40, ,000

Schedule: 8:30 AM - 5:30 PM, Mondays - Fridays

Required Experience:

Completed Bachelor's Degree in Business Administration, Management, or a related field.

Minimum of 5 years of experience in a customer service role and 1-2 years in a supervisory or

team lead role, preferably in the auto loan financing industry.

Experience handling complaint escalation, process improvement, and customer retention.

Proven leadership skills with experience in team management.

RESPONSIBILITIES

1. Complaint Handling

• Address and resolve complex customer complaints promptly and effectively, ensuring

customer satisfaction.

• Act as an escalation point for critical issues, collaborating with relevant teams to achieve

resolutions.

1. Team Supervision

• Lead and manage the Customer Service team, providing guidance, mentorship, and

performance feedback.

• Oversee staff schedules, productivity, and adherence to company policies.

1. Critical Decision-Making

• Make strategic decisions in challenging situations to maintain service quality and operational

stability.

• Ensure decisions align with the company's objectives and uphold customer satisfaction.

1. Performance Analysis

• Monitor and analyze key metrics and trends in customer service performance.

• Prepare and present reports with actionable insights to management.

1. Standard Operating Procedures

• Develop, implement, and update SOPs for the Customer Service department to maintain

consistency and efficiency.

• Ensure all processes are well-documented and communicated to staff.

1. Strategic Planning

• Identify and implement strategies to optimize workflow and enhance service delivery.

• Coordinate with other departments to streamline operations.

1. Customer Service Tracker Management

• Create, maintain, and monitor customer service trackers or inventories using a ticketing

system.

• Ensure accurate record-keeping and timely resolution of customer queries.

About This Role
Wells Fargo is seeking a Customer Service Manager. This role is responsible for responding to inquiries and issues from customers on a variety of complex financial products, services and/or select customer segments through a variety of channels. Answers inquiries, resolves problems, and provides a best-in-class customer experience while adhering to work guidelines, policies, and regulations.

In This Role, You Will

• Manage and develop a team of Customer Service Representatives who provide low to moderately complex customer support, and engage key stakeholders and business partners associated with customer service
• Identify and recommend products for customer service and productivity standards and goals, growth opportunities, and risk control development
• Make decisions and resolve issues regarding escalated customer inquiries to meet business objectives
• Interpret and develop standards and goals for customer service
• Collaborate and consult with more experienced management, internal partners, relationship managers, and colleagues to ensure customer satisfaction
• Interact directly with external customers
• Manage allocation of people and financial resources for customer service
• Mentor and guide talent development of direct reports and assist in hiring talent

*Required Qualifications: *

• 4+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 2+ years of leadership experience

Posting End Date:
9 Sep 2025

• Job posting may come down early due to volume of applicants.

We Value Equal Opportunity
Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants With Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .

Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment And Hiring Requirements

• Third-Party recordings are prohibited unless authorized by Wells Fargo.
• Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

Reference Number
R-

Wefund is the leading fintech cash lender in the Philippines and owns the online lending platform called JuanHand. JuanHand has over 65 million downloads and disburses over 3.5 billion pesos of loans monthly. Wefund is a subsidiary of Finvolution Group, one of the biggest fintech companies in Asia with a USD27billion loan book. Finvolution is a publicly traded company and listed with the NYSE (FINV). JuanHand has been recognized by the SEC as a Best Practice OLP. Wefund is committed to help the creditworthy yet underserved by offering tech enabled financial products that are pleasant to use, with fair interest rates and fast approval times. Wefund is the trusted fintech lender of choice and operates with the highest level of integrity and ethics. Wefund has a reputation of being an Employer of Choice in the Fintech Lending industry. Our Core Values are ICED Tea: Integrity, Competence, Enthusiasm, Dependability and Teamwork.

Key Responsibilities

1. Team Management and Performance Improvement:
2. Oversee the daily management, task allocation, coaching, and motivation of the credit card customer service team (including but not limited to phone and online support).
3. Set clear team and individual performance goals (KPIs), such as service quality, call duration, resolution rate, and customer satisfaction, and continuously monitor and optimize performance.

4. Organize and implement training programs to enhance the team's expertise in credit card product knowledge, service skills, risk prevention, and cross-selling.

5. Service Quality and Customer Experience Monitoring:

6. Monitor interaction quality across various service channels (phone, email, online chat, etc.), conduct regular call reviews, case analyses, and provide feedback.
7. Perform in-depth analysis of customer feedback, complaint data, and satisfaction surveys (NPS/CSAT) to identify pain points, drive process improvements, and enhance the overall customer experience.

8. Establish and refine service quality standards and procedures to ensure consistency and professionalism in service delivery.

9. Operational Efficiency and Risk Control:

10. Manage on-site operations, optimize scheduling, ensure service level (SL) targets are met, and control costs effectively.
11. Handle escalated complex customer inquiries and complaints, ensuring timely and proper resolution of critical issues.
12. Strictly comply with local financial regulations and internal company policies to ensure zero errors in compliance, anti-fraud, and information security.

13. Identify and assess operational risks, and develop and implement effective risk control measures.

14. Business Collaboration and Strategic Support:

15. Collaborate closely with relevant departments (Product, Marketing, Risk Control, Operations, etc.) to convey the "voice of the customer," supporting new product development, process optimization, and marketing initiatives.
16. Drive precision marketing and cross-selling during service interactions to contribute to the achievement of credit card business targets.
17. Regularly prepare and submit team operational reports, performance analyses, and management recommendations.

Qualifications

• Bachelor's degree or higher, preferably in Finance, Economics, Management, Marketing, or related fields.
• 5+ years of customer service experience in the financial industry (preferably in banking or credit card centers), including at least 2 years in a team management role.
• In-depth knowledge of credit card products, business processes, and industry regulations; familiarity with various business scenarios such as credit, rewards, installment payments, repayment, and risk control.
• Strong data analysis skills, with proficiency in tools like Excel for data extraction, analysis, and visualization; data-driven decision-making ability.
• Excellent communication, coordination, and conflict resolution skills, with the ability to efficiently handle complex customer complaints and internal collaboration challenges.
• Strong customer service orientation and risk/compliance awareness.
• Demonstrated leadership, team-building, and coaching skills, with the ability to motivate and inspire team morale.

Join the Team

Anko Customer Service Managers play a critical role in driving store performance and team success by ensuring operational excellence, delivering exceptional customer experiences, and maintaining compliance across our stores. As a key part of our store leadership team, you are responsible for supporting financial outcomes and creating a positive work culture for our team members. You lead by example, balancing day-to-day priorities with long-term growth and development.

What You'll be doing

As Customer Service Manager, you will:

·    Manage the day-to-day operations of our stores. Leading and supporting recovery processes (Refresh, Presentation, Backfill) across the store, to maximise on-show availability and improve customer satisfaction.

·    Skilled in using data and reporting tools to track store performance, managing budgets and support data driven decision making.

·    Lead teams to deliver exceptional customer service by implementing insights and driving continuous improvement

·    Build team capability through coaching, training and effective recruitment selection fostering a high-performance culture and ensuring strong team engagement through leading by our values, ways of working and expected behaviours.

·    Implement safety processes to ensure compliance with regulations. Delivering safety training, supporting injury management and promoting a safe work environment

·    Proficient in financial management, cost control, expense management and supporting overall store profitability.

Technical Ability:

·    Proficient in business administration tools and technology to manage people, inventory and budgets.

·    Strong in data analysis to monitor sales, forecast trends, and drive strategic decision making.

·    Experience in rostering and scheduling to ensure optimal team coverage, compliance, and productivity.

·    Confident decision-maker who understands store operations and procedures.

·    Proven leadership skills in building relationships, managing teams and driving positive change effectively.

·    Capability in using customer insights to improve service delivery and drive store profitability

Who you are:

• You are someone with strong organisation skills, detail focused and can prioritise effectively.
• You are proactive and self-motivated, seeking out opportunities and acting on them.
• You are a great communicator adjusting your style to motivate the team and handle customer needs.
• You are a team player leading by example, delegating well and valuing contribution from others.
• You effectively manage multiple priorities, balancing operational demands, team needs and customer expectations to achieve business outcomes.

• Monitors day-to-day activity of team and individual team members
• Works with Customer Service Management team to drive best practices across functional teams.
• Embraces and drives change into daily practice.
• Positive team player who motivates team and team members to achieve goals and stretch goals.
• Collaborate and communicate information (e.g., market information, customer insights, trends,
• Closely monitor and track staff performance in reference to objectives set
• Provide staff with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently.

Job Qualifications:

• Knowledge: Business intelligence, technical, client orientation, profitability, project management, relevant product knowledge, product pricing, sales operations
• Skills/Abilities: Language skills, communication skills, strong management and negotiation skills, above-average mathematical skills, computer skills
• Attitude: Guts, innovation, cultural awareness, team spirit, safety
• Education: Graduate of any business course
• Experience: At least 3 years related working experience

Job Types: Full-time, Permanent

Pay: From Php25,000.00 per month

Work Location: In person