Complaints Triage Specialist — SLA‑Driven, Audit‑Minded

MicroSourcing International; Parañaque; On-site; PHP 360,000 - 600,000; Full time

Benefits offered by this job

Healthcare on day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is hiring a Complaints Triage Officer for onsite work at Harton Corporate Center, Parañaque City, with rotating shifts. You will review incoming customer complaints across Zendesk, email, and partner escalations to accurately classify cases by category, severity, and root cause.

This role requires strict adherence to SOPs, regulatory requirements, and thorough documentation of triage decisions, evidence reviewed, and classifications to maintain a complete audit trail.

Qualifications

• Excellent written English and ability to analyze multi-paragraph complaints.
• Able to follow detailed SOPs and checklists without deviation.
• Comfortable in a rules-based, audit-driven environment with documented rationale.
• Meticulous with strong analytical reasoning and sound judgment.
• Capable of meeting SLA turnaround times under high volume while keeping confidences.

Responsibilities

• Review incoming customer complaints across channels to classify cases by category, severity, and root cause.
• Apply complaints handling policies and regulatory requirements consistently for every case.
• Document triage decisions and classifications in Zendesk and internal systems.
• Escalate high-priority or regulatory-risk cases within SLAs.
• Identify recurring trends or gaps and flag them for leadership to drive improvements.

Skills

English proficiency

SOP adherence

Analytical thinking

Attention to detail

Confidentiality

Tools

Zendesk

CRM platforms

Job description

MicroSourcing is hiring a Complaints Triage Officer for onsite work at Harton Corporate Center, Parañaque City, with rotating shifts. You will review incoming customer complaints across Zendesk, email, and partner escalations to accurately classify cases by category, severity, and root cause.

This role requires strict adherence to SOPs, regulatory requirements, and thorough documentation of triage decisions, evidence reviewed, and classifications to maintain a complete audit trail.