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 

Must-haves: 

• 4+ years of experience working in Complaints Management, Customer Service, Customer Success, Retention,  

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

• College Level, Degree Holder 

• Experience in Complaints Management, Customer Call, Email, Chat and Social Media Handling 

• Experience in managing tier 2 and 3 escalations 

• 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. 

What we are looking for 

• Experienced in customer support in a contact center environment. 

• Familiarity with CRM platforms and other contact center tools 

• Ability to multi-task, manage time and prioritize our customers. 

• Great communications skills, English, Filipino and Taglish. Oral and written. 

• Familiar with technical support and B2B call/email/chat handling. 

• Collaborative. Someone who will tell us what’s wrong so we can fix it. 

• Ownership. Someone who loves to talk to customers and always makes them smile. 

• Data driven. Someone who always aims for great performance and quality. 

• Engaging. Experienced in the art of talking to customers in a non-robotic way. 

• Supportive. Track record of achieving great performance while also being able to help a fellow team member. 

What will be expected of you 

• You will serve as CS Escalations, Complaints & Technical Support  

• You will be assisting customers using various channels such as phone, email, In-app live chat, social media, etc. 

• You will be assisting customers by guiding them and educating them about our self-help options. 

• You will be assisting customers by advocating for the use of our products and services. 

• You are expected to put a smile on all our customers' faces after every interaction. 

• Schedule: TBD 

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

• Target hiring date: ASAP