Customer Success Engineer

We are seeking a Customer Success Engineer to join our team. As a Customer Success Engineer, you will interact with customers to provide information in response to inquiries about products and services, handle and resolve complaints, and manage administrative functions at the Customer Center.

Key responsibilities include:

• Providing excellent customer service in all customer centers nationwide
• Championing the promotion of digital initiatives at the customer center
• Efficiently handling customer feedback, including detractors from the NPS Survey
• Accurately handling business transactions, such as pre-screening new business transactions, posting daily collections, and processing after-sales transactions
• Providing support for regular quality reviews of transactions and new initiatives
• Participating in LO projects to document and enhance processes, guidelines, and procedures
• Supporting user acceptance testing on new systems or initiatives
• Writing Jira stories for user requirements

Inquiry management duties include:

• Guiding policyholders in the ease of enrollment and use of the customer portal
• Receiving and responding to inquiries and requests from customers over-the-counter or via email or phone
• Logging, referring, providing recommendations, and coordinating possible resolutions for complex complaints
• Resolving product or service problems by clarifying customer complaints, determining causes, selecting solutions, and expediting corrections
• Recommending resolutions, including preventive measures to avoid future issues

Other duties include:

• Conducting end-of-day reconciliations of new business transactions and after-sales transactions
• Coordinating with teams to address issues and concerns raised by agents
• Preparing and signing loan repayment schedules, loan statements, and other letters
• Approving non-financial transactions and financial transactions with disbursement up to Php80,000
• Maintaining compliance with company policies, procedures, and programs