Customer Success Officer (UK Shift)
Colcap Servicing Pty Ltd
- Taguig City, PhilippinesFort Bonifacio, Taguig City, Metro Manila, PhilippinesTaguig CityMetro ManilaPhilippinesPhilippines
- ₱30,000.00 - ₱35,000.00 / monthPHP300003500030000MONTH
- Full timeFULL_TIME
Expired 13 days ago
2024-04-07T14:00:00+00:00Job closed.
Job Description
- Answering inbound communication from our customers and brokers via live chat, calls and email - Building rapport, assisting them from the start through to submission of their mortgage by handling any questions, or feedback they may have.
- Own proactive contact with customers to keep them informed and updated throughout the process
- Reviewing our current Customer Success processes to continually improve our customer experience.
- Provide and maintain a 5-star customer experience in all customer interactions keeping the customer at the heart of everything we do
- Handling welcome calls, chat tickets pertaining to closure, and data entry for broker registrations
- Assisting clients with their usernames and passwords using the customer portal
- Chasing conveyers regarding the legal documentations
- Using Text Magic to contact clients via SMS
- Instructing valuations
- Merging of tickets for the underwriters’ reference
- Taking pre-booked customer calls
- Demonstrating and maintaining a sound understanding of our proposition and service
- Providing data insights to the Customer Success Team Lead from feedback and interactions with our customers, identifying trends and suggesting solutions to problems
Minimum Qualifications
- Strong communication and organisation skills - the ability to deliver your message in a personal but clear and concise manner when managing customer contacts (especially when dealing with multiple live chats)
- Highly empathic, with well-honed interpersonal skills: you are able to quickly build rapport with the customer, and with a range of internal and external stakeholders, plus work as part of a cross-functional team
- Proactive in your own performance and development
- A genuine interest in revolutionising the financial industry putting our customers first always
- Flexible and happy to work shifts including evening and weekends, ensuring we continue to provide an excellent customer experience
- Previous experience providing support via online customer support platforms such as Zendesk/Intercom is desirable
- Adaptable, as a start-up, our roles can vary as the business requires
- strong mortgage/financial services experience (1 year+) and solid understanding of the mortgage process end to end including applications, valuations, conveyancing and servicing
- experience working with brokers - either through a brokerage firm or via another lenders broker helpdesk ( 1 year+)
Perks and Benefits
Special Leave Benefits for Women
Single Parent Leave
Medical / Health Insurance
Paid Sick Leave
Paid Bereavement/Family Leave
Paid Holidays
Paid Vacation Leave
Maternity & Paternity Leave
Required Skills
- Business Correspondence
- Customer Service
- Time Management
- Critical Thinking
- Communication Skills
Jobs Summary
- Job Level
- Entry Level / Junior, Apprentice
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Sometimes
- Office Address
- 2nd Ave & 30th St, 1201 Taguig City, Philippines
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About Colcap Servicing Pty Ltd
Colcap Servicing Pty Ltd is a branch of an Australian corporation based in Sydney, NSW founded in 2006. The company specializes in originating and servicing its white labelled mortgage offering with third party distributors as well as direct retail customers. The business has acquired and originated in excess of 3 billion AUD worth of assets over its history and provided financial products to more than 45,000 customers.