Customer Services Supervisor

PALMPAY LIMITED • Full-time • BGC (Bonifacio Global City) • 5d ago

PalmPay is a leading fintech company committed to providing innovative payment and consumer finance solutions that make digital financial services more accessible, safe, and rewarding.We are expanding our presence in the Philippines through mobile installment programs for Transsion brands (Tecno / Infinix / Itel), enabling consumers to enjoy flexible and affordable financing options.Current company seeking a proactive and experienced Customer Service Supervisor to oversee our device finance customer service operations in the Philippines. The ideal candidate will have hands-on experience in consumer finance customer support, complaint management, and post-sales service, preferably from Home Credit, Salmon, Billease, or PayJoy.
Key Responsibilities:

Supervise and lead a team of customer service officers, ensuring high-quality service delivery and adherence to service standards.
Monitor daily operations, KPIs, and team performance, providing coaching and feedback to improve efficiency and customer satisfaction.
Handle escalated customer complaints and complex inquiries, ensuring timely and effective resolution.
Collaborate with collections, sales, and operations teams to address customer issues related to device finance accounts.
Ensure compliance with Philippine regulations, BSP guidelines, and company policies in all customer interactions.
Analyze customer feedback, trends, and recurring issues to recommend process improvements and enhance customer experience.
Implement and monitor customer service policies, SOPs, and quality assurance measures.
Train and mentor staff on product knowledge, service etiquette, and customer handling skills.

Required Qualifications and Experience:

Bachelor’s degree in Business, Finance, Communications, or related field.
5+ years of experience in customer service leadership, preferably in device finance, consumer lending, or fintech.
Prior experience in Home Credit, Salmon, Billease, PayJoy, or similar organizations is highly desirable.
Strong knowledge of Philippine consumer finance landscape and regulatory requirements.
Excellent leadership, communication, and interpersonal skills.
Ability to analyze data and customer feedback to drive service improvements.
Strong problem-solving and decision-making capabilities.

Competencies:

Leadership and team management skills to motivate and coach staff.
Customer-centric mindset with focus on service excellence.
Ability to implement process improvements and service quality initiatives.
Familiarity with CRM tools, complaint management systems, and digital customer service platforms.

Why Join Us:

Lead a high-performing customer service team in the growing device finance sector.
Opportunity to shape customer experience strategies in the Philippines.
Competitive compensation with performance-linked incentives.