Customer Service Manager

Job Title: Customer Service Manager

Location: Philippines

Company: Modern Financial, Australia

Job Type: Full-Time

About Us:
We are a leading mortgage broking company based in Australia, dedicated to providing exceptional mortgage solutions and services to our clients. As we expand our operations, we are looking for a proactive and experienced Customer Service Supervisor to join our team in the Philippines. This role supports our customer service manager and ensures our customers receive outstanding service and support throughout their mortgage journey.

Applicant will be ideally based in Cebu, Philippines & will have access to strong internet connection with work from home office set up.

Key Responsibilities:

Team Support:

Assist the Customer Service Manager in overseeing and leading a team of customer service representatives.
Support training sessions to enhance the team’s skills and knowledge.
Monitor team performance and provide feedback under the direction of the Customer Service Manager.
Customer Service:

Ensure a high level of customer satisfaction by addressing inquiries and complaints promptly and effectively.
Help develop and implement customer service policies and procedures.
Assist with complex customer issues and escalate to the manager as necessary.

Operations Assistance:

Support daily operations to ensure smooth workflow and adherence to service level agreements (SLAs).
Monitor and analyze customer service metrics to identify areas for improvement.
Collaborate with other departments to streamline processes and enhance service delivery.
Communication:

Data entry on new finance applications & follow up with banks on the progress of applications.

Act as a liaison between the customer service team in the Philippines and the Customer Service Manager.
Ensure clear and effective communication of company policies, updates, and best practices.
Quality Assurance:

Assist in implementing quality assurance measures to maintain high standards of customer service.
Conduct regular audits and evaluations of customer interactions under the guidance of the Customer Service Manager.
Reporting:

Qualifications:

Bachelor’s degree in Business Administration, Management, or a related field.
Minimum of 2-4 years of experience in a customer service role, with some experience in a supervisory position, preferably in the financial services or mortgage industry.
Strong understanding of numbers & mortgage products and services.
Excellent communication and interpersonal skills.
Ability to handle high-pressure situations and make sound decisions.
Proficiency in using customer service software and tools.
Strong analytical and problem-solving skills.

What We Offer:

Competitive contract structure
Work from Home
Opportunities for professional growth and development.
A supportive and collaborative work environment.
The chance to be part of a growing and innovative company.

How to Apply:

Interested candidates are invited to submit their resume and a cover letter detailing their relevant experience and why they are the ideal candidate for this role. Please send your application to [email address] with the subject line “Customer Service Supervisor Application – [Your Name].”

[Mortgage Broking Company] is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Feel free to adjust any specific details to better fit the company’s needs and values.