Customer Success Manager

Company Description

Global Dominion Financing, Inc. (GDFI) is a financial services institution dedicated to helping Filipinos achieve their goals through accessible and affordable loan products. The company offers innovative loan facilities for car purchases, business capital, tuition fees, home improvement, and emergency or medical expenses, with manageable interest rates and convenient payment options. GDFI operates under the regulation of the Securities and Exchange Commission (SEC) and emphasizes transparency, encouraging customers to review loan terms and conditions before proceeding. The organization focuses on being a trusted partner in financial progress and does not collect application fees, highlighting its commitment to ethical and customer-centered practices.

Role Description

The Customer Success Manager is a full-time, onsite role based in Mandaluyong, with flexibility for some work-from-home arrangements. This role is responsible for ensuring positive customer experiences by guiding clients through loan products and services, addressing inquiries, and resolving issues in a timely and professional manner. The Customer Success Manager will monitor customer satisfaction and retention metrics, identify opportunities for process improvement, and collaborate with internal teams to enhance service delivery. Daily tasks include maintaining strong relationships with customers, conducting follow-ups on loan applications and accounts, providing proactive support, and contributing insights to improve customer-centric policies and programs.

Qualifications

• Candidates should possess strong Customer Service and Customer Satisfaction skills, with a focus on delivering clear, empathetic, and solution-oriented support.
• Candidates should possess effective Customer Retention and Relationship Building skills, including the ability to nurture long-term partnerships and encourage repeat engagement.
• Candidates should possess solid Analytical Skills, enabling them to interpret customer data, identify trends, and recommend actions that improve service quality and outcomes.
• Relevant experience in customer-facing roles within financial services, lending, or banking is beneficial.
• Strong communication skills in English and Filipino, both verbal and written, and the ability to explain complex information in simple terms.
• Ability to work effectively in a hybrid setup, manage time and priorities, and collaborate with cross-functional teams.
• Bachelor's degree in Business, Finance, Communications, or a related field, or equivalent practical experience.