Customer Experience Advisor — Onsite, Flexible Shifts

Vision Express UK Ltd (Essilor Luxottica); Cagayan de Oro; On-site; PHP 223,000 - 357,000; Full time

Benefits offered by this job

Healthcare coverage day one

Performance bonuses

Group life insurance

Paid time-off with cash conversion

Job summary

MicroSourcing in the Philippines is seeking a Customer Service Advisor to handle inbound and outbound inquiries across voice, email, and live chat. You will resolve concerns using company policies, document interactions in CRM, and maintain professionalism while de-escalating frustrated customers.

The role requires shifting schedules, on-site work at SM CDO, and a focus on quality and customer satisfaction. Training and career growth opportunities are provided.

Qualifications

• Non-negotiable: Excellent verbal and written English communication.
• Non-negotiable: Ability to resolve complaints calmly under pressure.
• Non-negotiable: Navigate multiple software systems and CRM databases.
• Non-negotiable: Willingness to work shifting schedules, including nights, weekends and holidays.
• Non-negotiable: Precision logging account records and ticket details.

Responsibilities

• Respond to inbound and outbound customer inquiries across voice calls, email, and live chat.
• Resolve customer concerns, complaints, and requests using company policies and guidelines.
• Document customer interactions and issue resolutions accurately in CRM and ticketing systems.
• Meet operational KPIs for quality, handle times, and resolution rates.
• Escalate complex or unresolved technical and account issues using escalation protocols.
• Maintain a professional, empathetic tone when de-escalating customers.
• Keep product knowledge and client policies up to date.

Skills

Communication

Problem-Solving & De-escalation

Multitasking & System Navigation

Schedule Flexibility

Detail & Accuracy

Tools

Zendesk

Salesforce

Freshdesk

Job description

MicroSourcing in the Philippines is seeking a Customer Service Advisor to handle inbound and outbound inquiries across voice, email, and live chat. You will resolve concerns using company policies, document interactions in CRM, and maintain professionalism while de-escalating frustrated customers.

The role requires shifting schedules, on-site work at SM CDO, and a focus on quality and customer satisfaction. Training and career growth opportunities are provided.