Customer Experience Pro — Growth, Benefits, Flexible Hours

MicroSourcing International; Cagayan de Oro; On-site; PHP 335,000 - 502,000; Full time

Benefits offered by this job

Healthcare on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is hiring a Customer Service Advisor to work onsite at SM CDO, Cagayan De Oro City. You will handle inbound/outbound inquiries via voice, email, and chat, and resolve issues per policy while updating CRM records.

The role requires flexible shifting schedules and a professional, empathetic approach. You will use Zendesk, Salesforce, or Freshdesk to manage tickets and maintain up-to-date product knowledge and guidelines.

Qualifications

• Excellent verbal and written English communication.
• Strong ability to resolve complaints and manage high-pressure customer situations calmly.
• Ability to navigate multiple software systems and CRM databases simultaneously.
• Willingness to work shifting schedules, including night shifts, weekends, and holidays.

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 issues using escalation protocols.
• Maintain a professional, empathetic tone when de-escalating frustrated customers.
• Keep product knowledge and client policies up to date.

Skills

English proficiency

Problem-solving

De-escalation

Multitasking

CRM navigation

Schedule flexibility

Detail orientation

Tools

Zendesk

Salesforce

Freshdesk

Job description

MicroSourcing is hiring a Customer Service Advisor to work onsite at SM CDO, Cagayan De Oro City. You will handle inbound/outbound inquiries via voice, email, and chat, and resolve issues per policy while updating CRM records.

The role requires flexible shifting schedules and a professional, empathetic approach. You will use Zendesk, Salesforce, or Freshdesk to manage tickets and maintain up-to-date product knowledge and guidelines.