Job Description:
Customer Service Supervisor Manila We’re on a mission! Here at GoBear we’re on a super powerful mission! Our purpose is to improve people’s financial health, so that together we can build more secure, stable and sustainable communities across Asia. By working closely with our partners, we make financial products easier to understand and easier to access based on individual needs. That, in turn, helps people live their lives on their own terms.
We’re looking for people (or bears, as we like to call them) who are charged up by this mission. Obviously we want our bears to be smart and hard-working but, more importantly, we want bears who love solving problems, working in close-knit teams and coming up with crazy ideas.
If that sounds good, then read on!
What you’ll get up to? Reporting to the Country Director, you will be instrumental in keeping our customers happy by solving their queries via e-mail, phone and chat together with the team of likeminded customer focused individuals! What fun you’ll have? Participate in establishing the customer service vertical Responsible to hire, coach, train and develop customer service representatives Take calls and perform other basic operator and team leader’s functions Manage day to day operations through effective capacity planning Prepare weekly performance and adhoc reports Ensure the team meets and exceed agreed KPI targets Maintain an effective customer and team escalations management process Support the team during daily operations Provide assistance to the Country Director as and when required Attend meetings on behalf of the Country Director in his/her absence Minimum Qualifications:
Got skills? Minimum 2 years of customer service experience with at least 1 year in customer support call centre as a team leader Advanced knowledge of MS office, especially Excel (pivot tables, function, graphs) Good command of English, both spoken and written Does this sound like you? You enjoy working with people You like managing a team of likeminded individuals You like to solve critical situations You will go extra mile to solve customer problems You are stress-resistant You love discipline and having everything in order More reasons to become a bear! You’ll get to learn from a multi-cultural team of fin-tech disruptors at one of the fastest growing online brands in Asia.
Our work makes us innovative, agile, brave and result-driven but we also just love what we do – and because we love what we do, we’re fun to be around (well, we think so anyway). We’ve got an open and transparent culture so what you see is what you get: we’re not cool with office politics.
We value freedom and high performance above blindly following processes. In fact, we like it when you challenge our processes. We also like it when you show curiosity for new ideas that make a difference. And, we love it when you discover practical solutions to tough problems. We give lots of high fives for solving tough problems.
