Customer Care Consultant

MicroSourcing International; Quezon City; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Above-market pay

Healthcare coverage

Dependent coverage

Paid time off

Group life insurance

Performance bonuses

Job summary

MicroSourcing in the Philippines is seeking a Customer Care Consultant to deliver first-contact resolution across inbound/outbound calls, emails, and back-office tasks in a hybrid setup. You will handle financial account inquiries, explain balances, process adjustments, and assist with calculations while guiding clients through digital tools.

Requirements include at least 2 years in financial accounts within a contact center, strong numerical literacy, and CRM experience.

Qualifications

• Minimum 2 years handling financial/banking/fintech accounts in a contact center.
• Able to switch between live calls and back-office processing queues.
• Proven track record meeting contact center metrics such as FCR, AHT, QA, NPS.
• Strong ability to interpret numerical financial data and perform calculations.
• Knowledge of regulatory and data privacy requirements.

Responsibilities

• Deliver first-contact resolution across inbound/outbound calls, emails, and back‑office tasks in a hybrid setup.
• Handle financial account inquiries, explain balances, process adjustments, and basic calculations.
• Educate clients on financial products and self-service options to drive value.
• Guide customers through online portals and mobile apps, troubleshoot access and setup.
• De-escalate and investigate issues, applying proactive problem-solving to resolve complaints.
• Log accurate notes and transactions across IT systems while maintaining data privacy.

Skills

Financial account experience

Blended workflow adaptability

KPI & schedule adherence

Financial & numerical data literacy

Regulatory & privacy compliance

Tools

Salesforce

Zendesk

Genesys Cloud

Avaya

Cisco

Job description

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