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Customer Support Team Lead

  • Department

    Lending Operations
  • Employment Type

    Full Time
1 What You'll Do

What You’ll Do

  • Lead, train, coach and develop a team of Customer Support Associates who communicate with our customers on a daily basis to resolve a varied range of customer concerns
  • Work as a liaison between the Customer Support team and the Customer Success Team. Work with the Customer Success team, management, product, marketing, and operations teams to improve the product and policies based on customer feedback.
  • Prepare reports that summarize and consolidate customer feedback with the goal of regularly presenting this to the Customer Success team.
  • Handle escalations from the customer support team. Provide email, chat and calls support as necessary.
  • In charge of achieving and auditing SLAs of reply time, resolution rate and CSAT scores.
  • Reports to the Customer Experience manager.

2 Qualifications

  • You have at least 1-2 years of experience as Team Lead in customer service or front-facing roles, preferably with experience in Workforce management.
  • Proficient in GSuite and MS Excel / Google Sheets is a plus.
  • Well versed in data analytics, with strong presentation and communication skills.
  • The ability to converse in any of the following is a plus:
    • Cebuano (Bisaya)
    • Ilocano
    • Hiligaynon (Ilonggo)
    • Bicolano

What We’re Looking For

  • A Communicator: You are confident in engaging with our customers and can connect well with them. You are also able to have open communication well with your team.
  • A Problem Solver: You are able to understand and resolve issues frequently presented by our stakeholders.
  • A Teamplayer:You can work in a cross-functional team from diverse backgrounds and rely on others' candid feedback for continuous improvement
  • A Fast-Learner:Regardless of the course you’re from, you show a desire to learn, passion to solve hard problems in an efficient amount of time, and an excellent academic record and outstanding analytical skills.

3 Life At ErudiFi

Join us in making education affordable for youths in Southeast Asia!

ErudiFi is a technology company on a mission to build a better future for youths in Southeast Asia; the team consists of people who are humble, hungry, and mission-driven.

We are passionate about enabling access to equal opportunities through education. Our platforms include Bukas in the Philippines and Danacita in Indonesia.

Work at ErudiFi is mission-driven and collaborative. The collaboration of quality talented missionaries in this regional company will expose you to a high-end, fast-paced innovation with a promise to witness the impact of the work you’ll be championing for the mission.

Working at ErudiFi means you care about uplifting education in Southeast Asia, beginning in Indonesia and in the Philippines. This is a difficult mission ErudiFi has embarked on, but it only deserves the best people in it to help solve the problem.

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