Customer Experience Executive

MicroSourcing International; Manila; Remote; PHP 480,000 - 720,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Performance bonuses

Paid time-off with cash conversion

Group life insurance

Flexible work arrangements

Job summary

MicroSourcing is hiring a Customer Experience Executive to handle Tier 1 inquiries via phone, email, and live chat from a remote, day-shift setup. You will ensure accurate information, timely reward fulfillment, and clear ticket documentation while supporting leaders with ad hoc tasks.

The role emphasizes customer-first service with strong English communication, problem-solving, and time management. Competitive rewards, health coverage on day one, and ongoing learning opportunities are offered.

Qualifications

• Strong passion for customer satisfaction with a proactive, customer-first mindset.
• Excellent written and spoken English communication skills tailored for phone, email, and chat interactions.
• Analytical and logical approach to troubleshooting customer issues and ticket resolutions.
• Proficiency with standard office applications, including Microsoft Office (Word, Excel, PowerPoint).
• Strong organizational skills to manage competing priorities and close tickets within defined timeframes.

Responsibilities

• Resolve Tier 1 customer inquiries across phone, email, and live chat within SLA timeframes.
• Track, process, and ensure timely fulfillment of customer reward orders.
• Apply policies, processes, and product knowledge to provide accurate information to customers.
• Maintain detailed records of customer interactions and ticket statuses in support tools.
• Assist team lead and department management with basic administrative tasks.

Skills

Customer service orientation

Written English

Communication skills

Problem-solving

Time management

Tools

Zendesk

Salesforce Service Cloud

Freshdesk

Job description

Job Description:

Discover your 100% YOU with MicroSourcing!

Position: Customer Experience Executive

Work setup & shift: Remote | 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 Repairs & Maintenance Compliance Analyst, you will:

• Resolve Tier 1 customer inquiries across phone, email, and live chat within established SLA timeframes.
• Track, process, and ensure the timely fulfillment of customer reward orders.
• Apply organizational policies, processes, and product knowledge to provide accurate information to customers.
• Maintain detailed records of customer interactions and ticket statuses within support tools.
• Assist team lead and department management with basic administrative and ad hoc operational tasks.

What You Need

Non-negotiables

• Customer Service Orientation: Strong passion for customer satisfaction with a proactive, customer-first mindset.
• Communication Skills: Excellent written and spoken English communication skills tailored for phone, email, and chat interactions.
• Problem-Solving Skills: Analytical and logical approach to troubleshooting customer issues and ticket resolutions.
• Computer Literacy: Proficiency with standard office applications, including Microsoft Office (Word, Excel, PowerPoint).
• Time Management: Strong organizational skills to manage competing priorities and close tickets within defined timeframes.

Preferred Skills/expertise

• Prior experience in a call center, helpdesk, or e-commerce customer support role.
• Experience handling customer reward programs, loyalty point redemptions, or digital gift card fulfillment.
• Hands-on experience using customer ticketing systems (e.g., Zendesk, Salesforce Service Cloud, or Freshdesk).

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