Complaints Triage Specialist - Drive Resolution & Insights

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

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.