Customer Operations Support Agent

MicroSourcing; Quezon City; Híbrido; PHP 360.000 - 480.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Career growth opportunities

Inclusive culture

Descripción de la vacante

MicroSourcing International is hiring a Customer Operations Support Agent for its Eastwood, Libis location in Quezon City. The role is hybrid with a day shift, focusing on customer service, back-office processing, and compliant data handling.

You will maintain vehicle/record data, process claims, assist customers via email templates, generate statements, and manage tasks within SLAs. Strong SOP adherence and English communication are essential.

Formación

• Proven customer service or back-office experience in a BPO or shared-services environment.
• Ability to follow SOPs and handle exceptions per authority matrices.
• Excellent business English writing skills for templated communications.
• Strong attention to detail when validating documents and data.
• Experience handling sensitive personal/financial information per privacy rules.

Responsabilidades

• Process address, vehicle registration, and insurance updates, and audit documentation before entry.
• Execute budget adjustment requests in Comet per standard instructions and thresholds.
• Review and process expense and EV charging claims; manage claim forms and escalate when needed.
• Assist users via approved email templates for the Oly mobile app, Oly One Card, salary timing, and fund availability.
• Generate branded account statements and handle KYC requests with standard templates.
• Manage daily tasks against SLAs; document interactions and maintain data privacy; handle escalations with audits.

Conocimientos

Customer Operations / BPO experience

Process adherence

Written communication

Data accuracy and verification

Data privacy & security compliance

Herramientas

Comet

iQueue

Microsoft Office 365

Descripción del empleo

Discover your 100% YOU with MicroSourcing!

Position:

Customer Operations Support Agent

Location:

Eastwood, Libis, Quezon City

Work setup & shift:

Hybrid | 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 Customer Operations Support Agent, you will:

• Customer & Vehicle Record Maintenance: Process address, vehicle registration, insurance updates, and account amendments received via the Oly Amendments iQueue and Hello inbox, verifying all required documentation prior to entry.
• Lease Budget Variations: Execute budget adjustment requests in Comet following standard work instructions and approval thresholds, referring non-standard or incomplete files for review.
• Claims Processing & Verification: Review and process manual expense and EV charging claims; distribute EV claim forms, validate receipts, request missing information, and escalation claims exceeding delegated authority limits.
• Routine Customer Support & Education: Resolve common user inquiries via approved email templates regarding the Oly mobile app (setup and troubleshooting), the Oly One Card, salary deduction timing, and fund availability schedules.
• Statement Generation & KYC Administration: Generate branded account statements and handle incoming EML Know Your Customer (KYC) compliance requests using standardized verification templates.
• Queue Management & Escalation: Manage daily tasks against agreed Service Level Agreements (SLAs), log detailed customer interaction notes, adhere to data privacy standards, and escalation exceptions with complete audit trails.

What You Need

Non-negotiables

• Customer Operations / BPO Experience: Proven experience in customer service, transactional processing, or back-office administration within a BPO or shared-services environment
• Process Adherence & Exception Handling: Demonstrated ability to follow strict standard operating procedures (SOPs), recognize process exceptions, and escalation issues through delegated authority matrices.
• Written Communication Skills: Excellent business English writing skills to deliver clear, professional, and templated customer communications.
• Data Accuracy & Verification: Strong attention to detail when validating claim receipts, vehicle registration details, and customer identity documents.
• Data Privacy & Security Compliance: Proven track record of handling sensitive personal and financial information in compliance with privacy guidelines and identity verification protocols.

Preferred Skills/expertise

• Prior experience supporting novated leasing, salary packaging, fleet management, or consumer vehicle finance.
• Hands-on experience working with specialized leasing/fleet software (such as Comet) or ticketing queues (iQueue).
• Familiarity with card payment operations, digital expense claims, or Know Your Customer (KYC) regulatory verifications (e.g., EML platforms).
• Proficiency in Microsoft Office 365 (Outlook, Excel, Word).

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