senior Customer experience advocateTala

About Tala
Tala is a global technology company building the world's most accessible financial services. With more than $350 million raised from visionary investors, we are serving millions of customers around the world who have been overlooked by traditional financial institutions - and our plan is to serve millions more, and have been named by the Fortune Impact 20 list, CNBC's Disruptor 50, and Forbes' Fintech 50 list for four years running. We are expanding across product offerings, countries and crypto and are looking for people who have an entrepreneurial spirit and are passionate about the mission.
By creating a unique platform that enables lending and other financial services around the globe, people in emerging markets are able to start and expand small businesses, manage day-to-day needs, and pursue their financial goals with confidence. Currently, more than 7 million people across Kenya, the Philippines, Mexico, and India have used Tala products. Due to our global team, we have a remote-first approach, and also have offices in Santa Monica, CA (HQ); Nairobi, Kenya; Mexico City, Mexico; Manila, the Philippines; and Bangalore, India.
Most Talazens join us because they connect with our mission of enabling financial agency for underbanked people around the world. If you are energized by the impact you can make at Tala, we'd love to hear from you!
Tala seeks a Senior Customer Experience Advocate focusing on servicing our customers and maintaining the quality of information. We are looking for a team member who is efficient in time management, can multitask, and work with all departments to ensure we grow as a company and improve our products for our customers.
This role is part of a team driven by a passion for servicing customers to the best of our ability and focusing on customers' experiences. Your goal would be to participate in daily customer engagement and focus on helping our customers succeed in their goals. We expect all team members to come every day looking to make an impact on our customers and help our business improve in the process.
What you'll do:
Handle customer inquiries and escalations for our Lending products
Handle customer inquiries and escalations for our e-Wallet products
Handle social media concerns (Facebook and Google Play)
Address concerns of customers with low ratings in Google Play slack channel
Reply in Google play slack channel regarding the action done
Respond directly to Facebook comments as needed
Process requests and coordinate with other guilds and third-party partners to resolve issues
Provide support to team leaders/management to facilitate the achievement of the team's performance goals
May be assigned to call customers for customer experience, marketing, or product enhancement purposes
May be assigned to create analysis, reports, and presentations as needed
May be assigned to train new hires, do refreshers, or facilitate update process training
May be asked to create projects on process improvement
May be assigned to coach Junior CX Advocates on the process (max of 3)
Set an example to the CX team by embodying Tala's Founding PrinciplesComply with Tala's Code of Conduct
What you'll need:
Demonstrated expertise in Zendesk, Admin Portal, and Customer Experience processes
Familiar with G Suite and MS Office
A keen eye for detail and has high regard for accuracy
Proactive and has a drive to achieve improvements and efficiencies
Has strong communication skills, problem-solving skills, and the ability to collaborate and work as part of a team
Our vision is to build a new financial ecosystem where everyone can participate on equal footing and access the tools they need to be financially healthy. We strongly believe that inclusion fosters innovation and we're proud to have a diverse global team that represents a multitude of backgrounds, cultures, and experience. We hire talented people regardless of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
Tala

Manila City, Metro Manila
Permanent
Full-time