Complaints Triage Officer

MicroSourcing International; Parañaque; On-site; PHP 300,000 - 460,000; Full time

Benefits offered by this job

Healthcare on day one

Bonuses

Paid time-off

Life insurance

Cash conversion

Job summary

MicroSourcing is seeking a Complaints Triage Officer to join our onsite Parañaque team. You will review customer complaints across channels, classify by category and root cause, and ensure compliant handling under SOPs and regulatory timelines.

You’ll document decisions in Zendesk and internal systems, escalate urgent cases, and spot trends to drive improvements. The role requires strong written English, attention to detail, and ability to meet SLA targets in a fast-paced environment.

Qualifications

• Excellent written English comprehension and the ability to analyze complex, multi-paragraph complaints accurately.
• Ability to follow detailed, multi-step standard operating procedures (SOPs) and checklists without deviation.
• High comfort level operating in a rules-based, audit-driven environment requiring documented decision rationale.
• Meticulous attention to detail, strong analytical skills, and sound judgment on when to elevate versus resolve cases.
• Ability to meet strict Service Level Agreement (SLA) turnaround times under high volume while maintaining confidentiality.

Responsibilities

• Review incoming customer complaints across all channels (Zendesk, email, partner escalations) to accurately classify cases by category, severity, and root cause.
• Apply complaints handling policies, standard operating procedures, and regulatory requirements (IDR timelines) consistently and precisely for every case.
• Document triage decisions, evidence reviewed, and classifications accurately in Zendesk and internal systems to maintain a complete audit trail.
• Escalate high-priority cases, vulnerable customer indicators, regulatory risks, or specialist cases within established SLAs.
• Identify recurring complaint trends, ambiguous cases, or workflow gaps and flag them to leadership to drive continuous process improvement.

Skills

English proficiency

SOP adherence

Audit mindset

Attention to detail

Analytical thinking

SLA management

Tools

Zendesk

Job description

Job Description:

Discover your 100% YOU with MicroSourcing!

Position: Complaints Triage Officer

Location: Harton Corporate Center, Parañaque City

Work setup & shift: Onsite | Shifting

Why join MicroSourcing?

You’ll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As a Complaints Triage Officer, you will:

• Review incoming customer complaints across all channels (Zendesk, email, partner escalations) to accurately classify cases by category, severity, and root cause.
• Apply complaints handling policies, standard operating procedures, and regulatory requirements (IDR timelines) consistently and precisely for every case.
• Document triage decisions, evidence reviewed, and classifications accurately in Zendesk and internal systems to maintain a complete audit trail.
• Escalate high-priority cases, vulnerable customer indicators, regulatory risks, or specialist cases (Claims, Underwriting, Legal, Compliance) within established SLAs.
• Identify recurring complaint trends, ambiguous cases, or workflow gaps and flag them to leadership to drive continuous process improvement.

What You Need

Non-negotiables

• Excellent written English comprehension with the ability to analyze complex, multi-paragraph complaints accurately.
• Proven ability to follow detailed, multi-step standard operating procedures (SOPs) and checklists without deviation.
• High comfort level operating in a rules-based, audit-driven environment requiring documented decision rationale.
• Meticulous attention to detail, strong analytical skills, and sound judgment on when to elevate versus resolve cases.
• Ability to meet strict Service Level Agreement (SLA) turnaround times under high volume while maintaining confidentiality.

Preferred Skills/expertise

• Prior experience in complaints handling, QA, transaction monitoring, back-office processing, or claims adjudication in a BPO or insurance/financial services environment.
• Familiarity with insurance terminology (claims, policy wording, underwriting, mis-selling) and regulatory compliance standards.
• Hands‑on experience with ticketing and CRM platforms such as Zendesk.
• Ability to remain calm, objective, and empathetic when reviewing sensitive or emotionally charged customer feedback.
• Willingness to work rotational shifts aligned with regional operating hours (AU/UK/US).

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply