NPS Survey Agent

Salmon – Who We Are and What We Do

Salmon is a fast-growing consumer FinTech group, founded in July 2022 with the vision of creating the best credit-led, technology-centric bank in Southeast Asia. We chose the Philippines to be our first market and are now a licensed bank and consumer-lending group.

Salmon was founded by three Co-founders who built and held senior leadership positions at Tinkoff, a highly successful tech-enabled bank that reached a market capitalization of more than US$20bn.

Salmon has built a highly qualified and global team of finance and technology professionals and is backed by world-class investors, which include International Finance Corporation (a member of the World Bank Group), Lunate (an investment management vehicle affiliated to the sovereign wealth fund of Abu Dhabi), and other prominent Fintech investors.

We are building a financial technology business that works impeccably 24x365, creating thousands of jobs and providing high quality access to finance for millions of Filipinos — and would love to have you join us on this journey. The new world is ours to discover together.

Key Responsibilities

• Conduct Client Calls: Proactively reach out to a list of clients provided by the sales and relationship management teams via phone or digital meeting platforms.
• Administer Surveys: Effectively administer the official NPS survey and gather qualitative feedback on the clients experience.
• Listen and Empathize: Listen attentively to client feedback, showing empathy and professionalism, particularly when handling any negative comments or concerns.
• Document Feedback: Accurately log all survey responses, comments, and any potential issues into our client management system.
• Identify and Escalate Issues: Flag any critical client concerns or dissatisfaction to the appropriate team lead or manager for prompt resolution.
• Verify Information: Confirm with clients that they have received and understood all necessary product information and disclosures.
• Maintain Records: Ensure all interactions are documented accurately and in a timely manner, contributing to our overall client data integrity.

Qualifications

• Experience: Proven experience in a customer service or call center role, with a focus on client outreach or feedback collection.
• Communication Skills: Excellent verbal communication and active listening skills, with a clear and professional phone manner.
• Empathy and Patience: The ability to remain calm and empathetic while handling a wide range of client emotions and feedback.
• Attention to Detail: Meticulous documentation skills to ensure all client feedback is captured accurately.
• Problem-Solving: The ability to identify potential issues and escalate them effectively.
• Self-Motivation: A high degree of self-discipline to manage a call list and achieve daily targets.
• Technical Proficiency: Comfortable using client management software and other internal communication tools.