Complaints Resolution Specialist

MicroSourcing International; Parañaque; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time-off with cash conversion

Performance bonuses

Group life insurance

Flexible work arrangements

Job summary

MicroSourcing in Metro Manila is seeking a Customer Support Specialist for an onsite role with shifting hours. You will review customer complaints across channels, apply the company's handling process, and support regulatory compliance.

Responsibilities include triaging complaints, logging in Zendesk, escalating when thresholds are met, and coordinating with Claims, Underwriting, or Legal/Compliance teams to ensure timely and accurate outcomes.

Qualifications

• Excellent written English, able to restate what is alleged and desired outcome.
• Ability to follow a detailed, multi-step process exactly.
• Comfortable in a rules-based, audit-driven environment with documentation.
• Willingness to learn a new ticketing or case management system quickly.

Responsibilities

• Read and review incoming complaints across channels (Zendesk, email, partner escalations).
• Interpret complaints against policy and regulatory requirements to determine classification and next steps.
• Triage each complaint by category and severity, following the defined process.
• Follow the complaints triage workflow in the correct sequence for every case.
• Log and document each complaint in Zendesk with classification, evidence, actions.
• Escalate complaints that meet thresholds to Compliance or specialist teams within SLA.
• Identify complaints requiring specialist handling by Claims, Underwriting, or Legal/Compliance.
• Meet SLA turnaround times for triage and initial response.
• Maintain confidentiality of customer and policy information.
• Flag recurring themes or gaps to the Complaints & Compliance Team Lead.

Skills

Written English

Process adherence

Audit-driven

Learn new system

Tools

Zendesk

CRM systems

Job description

MicroSourcing in Metro Manila is seeking a Customer Support Specialist for an onsite role with shifting hours. You will review customer complaints across channels, apply the company's handling process, and support regulatory compliance.

Responsibilities include triaging complaints, logging in Zendesk, escalating when thresholds are met, and coordinating with Claims, Underwriting, or Legal/Compliance teams to ensure timely and accurate outcomes.