phone Support specialistCoins.ph

Who we are
Coins.ph is a leading mobile wallet and payments platform in the Philippines that enables anyone, including those without a bank account, to easily access financial services directly from their mobile phone.
Founded in 2014 in the Philippines and serving over 10 million Filipinos, the Coins.ph mobile app provides customers with direct access to banking and digital payment services, including local and international remittances, mobile air-time, bill payments, game credits, and online shopping. Coins.ph is regulated by the Bangko Sentral ng Pilipinas (BSP) and is the first ever blockchain-based company in Asia to hold both Virtual Currency and Electronic Money Issuer licenses from a central bank.
We envision a world where everyone has access to quality financial services, improving everyday life through convenient, accessible, and approachable products and services.
Who we're looking for
We are looking for Phone Support Specialists to join our Operations Team under the Customer Solutions group. The successful candidates shall respond to customer questions and concerns via phone in relation to daily customer operations such as transaction processing, account verification, incident reporting and handling. They shall act as the (literal) voice of the customers within the company and raise issues to the relevant teams.
What you'll do
As a Phone Support Specialist, you will:
Respond to inbound customer calls in a timely manner and within SLA.Listen to customers with empathy and a level-head and provide excellent customer service experience overall.
Quickly resolve customer complaints via phone by closely coordinating with other teams.
Meticulously maintain a call log and provide daily, weekly, and/or monthly reports regarding customer concerns received.
Help plan and implement strategies based on customer feedback to improve experience across the board, from process efficiency to product improvements
Evaluate SOPs and plan and implement ways to improve service and process efficiency
Stay updated on best practices and create strategies on how to apply it to Coins
Perform other related duties and tasks as may be required from time to time
Who you are:
Passionate about building lasting customer relationships and optimizing processes
Graduate of Communications, Business Management, Operations Management, or equivalent
Strong verbal and written communication skills in both English and Filipino
Knowledgeable in Google Suite programs
Highly-flexible, able to wear multiple hats, and thrives in a fast-paced work environment
Thinks fast under pressure and solves problems on the go without being overwhelmed
Trustworthy and able to protect confidential information with discretion
Meticulous, detail-oriented, and able to work quickly without supervision
Discreet and upholds customer privacy and confidential information
Has a track record for getting things done - drive, ownership, and execution is at the core of our culture
Free Lunch or Snacks
Medical / Health Insurance
Paid Sick Leave
Paid Bereavement/Family Leave
Paid Holidays
Paid Vacation Leave
Maternity & Paternity Leave
Entry Level / Junior, Apprentice Customer Service Information Technology / IT 1 opening Bachelor's degree graduate
At Coins.ph, we give people the freedom to use their money the way they want.Over half of the population in South East Asia is un-served by traditional banks and left to transact in cash leaving them exposed to high remittance fees, high-interest loans, and unable to save, invest, or build credit. We believe that everyone deserves access to financial services regardless of having a bank account or credit card. Coins.ph uses digital currency and mobile phones to increase accessibility and reduce the cost of driving financial services to customers - bridging the gap between the banks and the unbanked. We are going to change the landscape of financial inclusion in Southeast Asia
Kalibrr

Pasig City, Metro Manila
Permanent
Full-time