Customer Experience Researcher & Case Specialist

IntouchCX; Manila; On-site; PHP 320,000 - 480,000; Full time

Job summary

IntouchCX is seeking a Researcher to deliver an exceptional member experience by sourcing, vetting, and connecting members with high-quality resources for daily needs and major decisions. The role focuses on childcare, adult care, emotional wellness, neurodiversity, and home/financial support.

You will source providers, ensure quality and SLA compliance, and maintain thorough case records while working with CRM tools and collaboration software.

Qualifications

• Experience in BPO environments, with back office, content moderation, or healthcare accounts a strong plus.
• Proficient with Microsoft 365 and Google Workspace; CRM/case management tools experience preferred.

Responsibilities

• Source and pre-screen service providers using internal tools, AI, and web research.
• Meet weekly productivity and quality targets and adhere to SLAs.

Skills

Strong written and verbalCommunication

Attention to detail

Adaptability

Education

BPO background (Tier 2, CSR 2 or SME preferred)

Tools

Microsoft 365

Google Workspace

Salesforce

Amazon Connect

Job description

The Researcher delivers an exceptional member experience by sourcing, vetting, and connecting members with high-quality resources for life’s daily needs and major decisions. The position specializes in childcare, adult care, emotional wellness, neurodiversity, and home/financial support.

Key Responsibilities

• Resource Sourcing: Use internal tools, AI, and web research to locate, contact, and pre-screen suitable service providers.

• Quality & SLA Compliance: Maintain weekly productivity and quality targets while adhering to case SLAs.

• Case Documentation: Log accurate, timely, and detailed records of research processes and outcomes.

Qualifications

• Experience: BPO background required (Tier 2, CSR 2, or SME preferred). Prior experience in Back Office, Content Moderation, or Healthcare accounts is a strong plus.

• Technical Skills: Proficient in Microsoft 365 and Google Workspace. Experience with CRM/case management tools (e.g., Salesforce, Amazon Connect) preferred.

• Core Competencies: Strong written and verbal communication, high attention to detail, and adaptability to evolving procedures.