Customer Care Consultant

MicroSourcing International; Quezon City; Hybrid; PHP 279,000 - 446,000; Full time

Benefits offered by this job

Competitive rewards

Collaborative culture

Work-life harmony

Career growth

Inclusive team

Job summary

MicroSourcing is seeking a Customer Care Consultant in Quezon City for a hybrid, day-shift role. You will deliver multi-channel support, educate clients on financial products, and guide customers through online portals while managing data securely.

Ideal candidates have at least 2 years in financial account handling within contact centers and a track record of meeting KPIs such as FCR, AHT, and NPS. Training and career growth opportunities are offered.

Qualifications

• 2+ years direct experience handling financial/fintech accounts in a contact center.
• Proven ability to switch between live calls and back-office processing queues.
• Must meet contact center KPIs including FCR, AHT, QA scores, NPS, and strict schedules.
• Ability to interpret numerical financial data and perform basic calculations.
• Strict adherence to data privacy regulations.

Responsibilities

• Deliver first-contact resolution across calls, emails, and back-office tasks.
• Handle financial account inquiries and basic calculations.
• Educate clients on financial products and self-service tools.
• Guide customers through online portals and mobile apps.
• De-escalate and investigate issues to resolve complaints.
• Log accurate interaction notes across IT systems with data privacy.

Skills

Financial accounts

Blended workflow

KPI adherence

Financial data literacy

Regulatory compliance

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