CSR | Hybrid | Dayshift

MicroSourcing International; Quezon City; Hybrid; PHP 400,000 - 600,000; Full time

Benefits offered by this job

Competitive rewards

Healthcare coverage from day one

Performance bonuses

Flexible work arrangements

Career growth opportunities

Job summary

MicroSourcing is seeking a Customer Care Consultant in a hybrid role at Eastwood, Libis, Quezon City. You will deliver multi-channel support for financial accounts and guide customers through digital portals.

With a focus on compliance and quality, you will navigate complex systems, perform accurate account analyses, and contribute to a customer-centric service culture.

Qualifications

• 2 years of direct experience handling financial, banking, fintech, or financial services accounts in a contact center.
• Ability to switch between live telephony and back-office processing queues.
• Track record of meeting contact center metrics (FCR, AHT, QA, NPS) with schedule adherence.
• High precision in interpreting numerical financial data and calculations.
• Strict adherence to regulatory privacy laws and data-handling protocols.

Responsibilities

• Deliver first-contact resolution across inbound/outbound calls, emails, and back-office tasks.
• Handle financial account inquiries, explain balances, process adjustments, and basic calculations.
• Educate clients on financial products and self-service tools to maximize value.
• Guide customers through online portals and mobile apps, troubleshooting access.
• De-escalate and investigate issues, resolving or escalating as needed.
• Log accurate interaction notes across IT systems with data privacy compliance.

Skills

Financial account handling

Blended workflow

KPI tracking & adherence

Numerical data literacy

Regulatory & privacy compliance

CRM experience (Salesforce)

CRM experience (Zendesk)

CRM experience (Genesys Cloud)

CRM experience (Avaya)

CRM experience (Cisco)

Tools

Salesforce

Zendesk

Genesys Cloud

Avaya

Cisco

Job description

Position:

Customer Care Consultant

Location:

Eastwood, Libis, Quezon City

Work setup & shift:

Hybrid | Day Shift

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 Customer Care Consultant, you will:

• Blended Customer Support: Deliver first-contact resolution across inbound calls, outbound calls, emails, and back-office administrative tasks in a hybrid workflow environment.
• Financial Account Administration: Handle financial account inquiries, explain account balances or transactions, process adjustments, and assist with basic calculations and account health checks.
• Product & Value Education: Educate existing clients on complementary financial products, self-service tools, and account options to maximize customer value and system usage.
• Digital Portal Assistance: Guide customers through online portals and mobile applications, troubleshooting access, account setups, and self-service transactions.
• Complaint Investigation & Resolution: De-escalate and investigate customer issues, applying proactive problem-solving to resolve complaints before escalating complex cases.
• System Administration & CRM Logging: Log accurate interaction notes, updates, and transaction details across multiple IT systems while maintaining strict data privacy compliance.

What You Need

Non-negotiables

• Financial Account Experience: Minimum of 2 years of direct experience handling financial, banking, fintech, or financial services accounts within a contact center environment.
• Blended Workflow Adaptability: Proven ability to seamlessly switch between live telephony (inbound/outbound calls) and back-office administrative processing queues.
• KPI & Schedule Adherence: Demonstrated track record of meeting contact center metrics, including First Contact Resolution (FCR), Average Handling Time (AHT), Quality Assurance (QA) scores, Net Promoter Score (NPS), and strict schedule adherence.
• Financial & Numerical Data Literacy: High precision in interpreting numerical financial data, performing calculations, and navigating complex software platforms simultaneously.
• Regulatory & Privacy Compliance: Strict adherence to legislative guidelines, regulatory standards, customer privacy laws, and confidential data-handling protocols.

Preferred Skills/expertise

• Practical knowledge of financial products, account reconciliation, billing cycles, or tax/benefits structures.
• Experience using enterprise CRM platforms (e.g., Salesforce, Zendesk) and contact center telephony systems (e.g., Genesys Cloud, Avaya, Cisco).
• Demonstrated upselling, cross-selling, or customer retention capabilities in a service-led environment.
• Formal training or certifications in financial services compliance or customer service excellence.

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