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

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Customer Services Supervisor