Customer Care Researcher

IntouchCX; Manila; On-site; PHP 391,000 - 614,000; Full time

Job summary

IntouchCX in Manila is seeking a dedicated Member Solutions Specialist to act as a resource researcher and concierge navigator, helping members tackle life’s daily distractions and major events. You will conduct deep web research, vet providers, and manage end-to-end cases with empathy and meticulous documentation in Salesforce and related tools.

This unscripted, non-voice back-office role requires strong research skills, attention to detail, and the ability to adapt to evolving processes and

Qualifications

• Minimum 2+ years in BPO/shared services, with a preference for Tier 2/CSR2/ SMEs.
• Back-office experience in healthcare, content moderation, EAP, or VIP concierge is highly valued.
• Proficient in Microsoft 365, Google Workspace, and enterprise CRM/case management software (Salesforce, Amazon Connect).
• Strong web research capabilities; excellent written and verbal English communication; high emotional intelligence and attention to detail; self-motivated with good time management.

Responsibilities

• Resource Mapping & Research using advanced search engines and case management systems.
• Provider Vetting & Screening via telephonic pre-screening for suitability and availability.
• Case Navigation & Ownership with adherence to SLAs and high empathy.
• Documentation & Quality: detailed case notes and provider details in Salesforce, Amazon Connect, etc.
• Process Improvement by adapting to changes in workflows and tools.

Skills

Web research

English communication

Empathy and attention to detail

Time management

Tools

Microsoft 365

Google Workspace

Salesforce

Amazon Connect/AWS

Job description

Job Description

Are you a natural problem solver who thrives on helping people navigate complex life decisions?

As a Member Solutions Specialist, you will go beyond traditional customer service. You will serve as a dedicated resource researcher and concierge navigator, helping our members tackle life’s daily distractions and major life events—from finding specialized childcare and neurodiversity resources to securing adult care and financial guidance.

This is an unscripted, high-empathy, non-voice/tier-2 back-office role where your attention to detail and research skills make a direct, tangible impact on members’ lives.

Key Responsibilities

• Resource Mapping & Research: Utilize advanced search engines, internal case management systems (Salesforce), and AI-driven tools to locate specialized providers tailored to specific member requests.

• Provider Vetting & Screening: Telephonically contact and pre-screen potential service providers (childcare, senior care, wellness, disability services) to assess appropriateness, availability, and alignment with member needs.

• Case Navigation & Ownership: Manage end-to-end member cases, maintaining strict adherence to Service Level Agreements (SLAs) while ensuring high accuracy and empathy.

• Documentation & Quality: Log detailed, clear, and actionable case notes, research processes, and provider details into case management software (e.g., Salesforce, Amazon Connect).

• Process Improvement: Stay agile and adapt seamlessly to shifting internal workflows, tool updates, and industry standards.

What We Are Looking For

• BPO Experience: Minimum 2+ years in BPO/Shared Services, with a strong preference for Tier 2 Support, CSR 2, or Subject Matter Experts (SMEs).

• Domain Background: Prior back-office experience in Healthcare, Content Moderation, Employee Assistance Programs (EAP), or VIP Concierge Accounts is highly preferred.

• Tech Tech Stack Proficiency: Proficient in Microsoft 365, Google Workspace (Docs, Sheets, Gmail), and enterprise CRM/Case Management software (Salesforce, Amazon Connect/AWS).

• Core Competencies:

  • Strong web research capabilities (knowing how to locate non-standard resources online).

  • Excellent written and verbal English communication skills for provider calls and member documentation.

  • High emotional intelligence, empathy, and acute attention to detail.

  • Self-motivated with strong time management skills to manage daily ticket queues independently.