Customer Services Supervisor

BGC (Bonifacio Global City), Philippines
Full Time
Manager/Supervisor
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.

 
Share

Apply for this position

Required*
We've received your resume. Click here to update it.
Attach resume or Paste resume
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 04/30/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Please check one of the boxes below:

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Human Check*