Customer Service Assistant Manager - Financing (47476) - Ortigas

Salary: 40,000 - 55,000
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.
2. Team Supervision
• Lead and manage the Customer Service team, providing guidance, mentorship, and
performance feedback.
• Oversee staff schedules, productivity, and adherence to company policies.
3. 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.
4. Performance Analysis
• Monitor and analyze key metrics and trends in customer service performance.
• Prepare and present reports with actionable insights to management.
5. 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.
6. Strategic Planning
• Identify and implement strategies to optimize workflow and enhance service delivery.
• Coordinate with other departments to streamline operations.
7. 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.