Customer Experience Representative

MicroSourcing; Manila; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Above-market compensation

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is hiring a Customer Experience Representative to engage with customers via in-app chat, email, and video conferencing from a work-from-home setup. You will resolve inquiries, learn the product deeply, and collaborate with global teams to deliver exceptional service.

The role requires strong communication in Business English, prior customer support experience, and the ability to adapt to a fast-paced environment with varied hours including weekends and holidays.

Qualifications

• Excellent written and verbal communication skills in English.
• Experience in customer support or related customer service role, with familiarity with CRMs or similar tools.
• Quick learner with an analytical mindset and ability to thrive in a fast-paced environment.
• Flexibility to work varied hours, including holidays and weekends.

Responsibilities

• Deliver outstanding customer experiences through in-app chat, email, and video conferencing.
• Master the product to efficiently resolve customer issues and inquiries.
• Respond promptly to customer queries with a proactive, customer-centric approach.
• Use incident management tools to log, validate, track, and resolve product-related incidents.

Skills

Excellent communication

Business English

Analytical mindset

Stress tolerance

Flexible hours

Tools

CRM software

Job description

Position: Customer Experience Representative

Work setup: Work from home

Why join MicroSourcing?

• 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.

About The Role

In this role, you will become an integral part of our international team dedicated to helping customers maximize the value of our product. Your primary responsibility will be to engage with customers through various channels such as in-app chat, email, and video conferencing, addressing their inquiries and concerns promptly and effectively.

Key Responsibilities

• Deliver unparalleled customer experiences, ensuring every interaction leaves a positive impression.
• Master the intricacies of our product to efficiently resolve customer issues and inquiries.
• Respond promptly to customer queries, demonstrating a proactive and customer‑centric approach.
• Utilize incident management technologies to log, validate, track, and resolve application-related incidents.
• Collaborate closely with cross‑functional teams globally to deliver world‑class customer service.
• Get to know CRM integrations and how to troubleshoot more advanced issues.

About You

• Strong written and verbal communication skills. Business English proficiency required.
• Previous experience in customer support or a related customer service role, ideally involving the use of CRMs or similar tools.
• A quick learner with an analytical mindset and the ability to thrive in a fast‑paced environment.
• Demonstrated stress tolerance and flexibility to work varied hours, including holidays and weekends.

Desirable Skills (Bonuses)

• Interest in SaaS and web applications.
• Basic knowledge of the software development process and system design.
• Experience in monitoring technical or product metrics.
• A great sense of humor and the ability to connect with customers on a personal level.
• Fluency in additional foreign languages (please specify if applicable).