We're Hiring: Customer Experience Manager (Customer Service Manager)
Great customer service doesn't just answer questionsit builds trust. And in financial services, trust is everything.
At Cepat Kredit Financing Inc., we are looking for a Customer Experience Manager (Customer Service Manager) who can lead a team that delivers responsive, compliant, and customer-first service while ensuring that our processes meet the highest regulatory standards.
If you believe that excellent service, strong compliance, and smart leadership should go hand-in-hand, this role might be for you.
What You'll Do
- Lead and mentor a team of Customer Service Associates to deliver excellent customer experience
- Oversee customer inquiries, complaints, and service operations across multiple channels
- Improve customer service processes and implement strategies that increase satisfaction and efficiency
- Track and analyze service metrics such as CSAT, response time, and resolution rates
- Act as the escalation point for complex customer concerns
- Ensure customer complaint handling processes comply with the Financial Consumer Protection Act (FCPA) and other regulatory standards
- Coordinate with Legal and Compliance teams to maintain regulatory transparency and audit readiness
We're Looking For Someone Who
Has 3+ years of experience in customer service leadership
Has strong team leadership, coaching, and problem-solving skills
Is experienced in service performance management (SLA, CSAT, NPS, etc.)
Is familiar with SEC regulations and the Financial Consumer Protection Act
Can balance customer empathy with regulatory compliance
Is comfortable analyzing service data and improving operational processes
Why Join Cepat Kredit
At Cepat Kredit, we don't just bridge financial gapswe help empower the ambitions of Filipino families, especially our OFWs. Our team works on meaningful solutions that provide fast and reliable financial support to underserved communities.
Perks & Benefits
- Competitive salary
- Paid leaves (10 VL, 10 SL + Birthday Leave)
- Annual salary review
- Family Personal Accident Insurance upon regularization
Location: Ortigas, Pasig City (Near MRT-3 Ortigas Station, Robinsons Galleria, and SM Megamall)
