About GoTyme 

GoTyme is a joint venture between the Gokongwei Group, one of the biggest conglomerates in the Philippines, and the Singapore-headquartered digital banking group Tyme. This venture combines the trusted Gokongwei brand, customer base, and distribution ecosystem with Tyme’s globally proven digital banking technology and hands-on experience building South Africa’s leading digital bank, TymeBank, which has scaled to 6m customers in four years since launch.

At GoTyme, we have embarked on a journey to democratize financial services in the Philippines through the launch of a game-changing digital bank. We are seeking individuals who share our belief that the game is worth changing, to join our growing team of GoTymers as we build, launch, and scale a bank that empowers all Filipinos to navigate a path to financial freedom.

About the Team 

The Customer Service and Experience Team under the GoTyme Commercials group is the digital hub for customer engagement and support of GoTyme.  We provide best-in-class customer experience in one of the country’s leading digital banks.  

This role will be part of this team.  Specific roles & responsibilities are specified in the following sections. 

Experience and background 

• 5+ years of experience working in Customer Service, Customer Experience, Retention  

• 2+ years of experience working as a Team Lead, Team Manager, Manager 

• Background in Financial Services, Banking, Technology, Logistics, Telecommunications, and related industries preferred. 

• Experience in voice, non-voice and social media channels management 

• Bachelor’s degree or higher and / or equivalent.  

• Amenable to hybrid work-from-home plus onsite/office setup  

• Amenable to flexible/shifting work schedule  

• Has reliable internet connection plus quiet and secure WFH desk/room

Core Competencies

• Knowledgeable in CS channel management such as voice, non-voice  

• Experience in handling CS platforms (Telephony, CRM, Etc.)  

• Experience in supervising a group of 10-15 team members. 

• Great analytical skills & detail oriented. Knows how to perform root-cause analysis.  

• Great communication skills. Knows how to coordinate with various parties, specifically explain issues, concerns, and recommend resolutions. 

• Shows good moral character and initiative – able to follow standard operating procedures and fulfil scorecard requirements to ensure SLAs are consistently met.  

• Understands team objectives and take accountability for one’s scope of work and assist others, when needed.

What will be expected of you

• Build a “Customer First” Mindset:  

  • You should be able to advocate to the team and customers through coaching and mentoring sessions that we as Gotymers should put our customers first.  

  • All processes and projects should be anchored on our goal of being the #1 Bank with Excellent Customer Service. 

  • Develop a best-in-class team so great that our front-liners (CS) will radiate the importance of customers.  

  • Develop a best-in-class team so great that our customers will talk about their experience with our CS online (Social Media) and promote us to their friends and family.  

• CS Team Management 

  • You are expected to coach, mentor and supervise your team daily. 

  • You will actively monitor your team’s SLA & CSAT scores and ensure the team is delivering the best experience possible. 

  • You will participate in the onboarding and training process of CS team members when needed.  

  • Help us identify gaps to improve, so we can be the #1 Digital Bank providing best-in-class-service. 

• Schedule: Monday - Friday (9AM - 6PM) 

• Location: work-from-home and/or office-based work, some occasional fieldwork 

• Target hiring date: ASAP