Customer Service Administrator

Manatal; Philippines; Hybrid; PHP 279,000 - 424,000; Full time

Benefits offered by this job

Competitive rewards

Healthcare coverage on day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing in Eastwood, Quezon City, is seeking a Customer Service Administrator for a hybrid, day-shift role. You’ll be the first point of contact for customers across Sleep Collective brands, delivering outstanding service and resolving enquiries with care and efficiency.

You’ll handle order processing, delivery coordination, stock reconciliation, and record-keeping, working with the Customer Service Supervisor to maintain high service standards, while contributing to a collaborative,

Responsibilities

• Act as the primary point of contact for customer enquiries across live chat, email, and phone channels — delivering a prompt, professional, and empathetic experience at every interaction.
• Respond to support tickets promptly, provide timely follow-up, and maintain ownership of each customer interaction through to full resolution.
• Deliver accurate product information, troubleshoot customer concerns, and resolve issues professionally and efficiently at the first point of contact wherever possible.
• Manage end-to-end delivery experiences — including transport delays, delivery exceptions, rescheduling, and proactive customer communication — to ensure a positive outcome for every customer.
• Escalate complex matters to the Customer Service Supervisor or relevant department while remaining accountable for clear communication and a positive customer outcome throughout the escalation.
• Collect and analyse customer feedback, identify opportunities to improve service quality and customer experience, and share findings with the Customer Service Supervisor.
• Consistently deliver a high standard of customer satisfaction and operational support, upholding the Sleep Collective brand promise at every customer touchpoint.

Job description

Discover your 100% YOU with MicroSourcing!

Position: Customer Service Administrator

Work setup: Hybrid | Day shift

Location: Eastwood, Quezon City

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 Service Administrator, you will serve as the first point of contact for customers across all Sleep Collective brands — delivering outstanding service, resolving enquiries with care and efficiency, and ensuring every customer leaves the interaction with a positive experience.

You are responsible for the full range of customer engagement and operational administration tasks, including order processing, delivery coordination, logistics administration, stock reconciliation, and accurate record-keeping. You work closely with the Customer Service Supervisor and the broader team to maintain the high service standards Sleep Collective is known for.

Customer Service & Delivery

• Act as the primary point of contact for customer enquiries across live chat, email, and phone channels — delivering a prompt, professional, and empathetic experience at every interaction.

• Respond to support tickets promptly, provide timely follow-up, and maintain ownership of each customer interaction through to full resolution.

• Deliver accurate product information, troubleshoot customer concerns, and resolve issues professionally and efficiently at the first point of contact wherever possible.

• Manage end-to-end delivery experiences — including transport delays, delivery exceptions, rescheduling, and proactive customer communication — to ensure a positive outcome for every customer.

• Escalate complex matters to the Customer Service Supervisor or relevant department while remaining accountable for clear communication and a positive customer outcome throughout the escalation.

• Collect and analyse customer feedback, identify opportunities to improve service quality and customer experience, and share findings with the Customer Service Supervisor.

• Consistently deliver a high standard of customer satisfaction and operational support, upholding the Sleep Collective brand promise at every customer touchpoint.

Operational & Logistics Administration

• Coordinate transport logistics, carrier bookings, delivery schedules, and related operational administration accurately and on time.

• Process customer orders, online fulfilment, exchanges, returns, refunds, and warranty claims in line with company policies and procedures.

• Arrange shipping for products sold through online stores and ensure orders are dispatched accurately and on time.

• Reconcile stock levels across the online store, website, warehouse records, and internal inventory management system — investigate and resolve discrepancies to maintain accurate product availability and order fulfilment.

• Review delivery and warehouse charges against invoices before submitting them to the Accounts department for payment approval.

• Provide general administrative support, including filing, record maintenance, documentation, and operational coordination as required.

Records & Knowledge

• Maintain accurate customer records, communication logs, order documentation, and proof of delivery (POD) records in the CRM/helpdesk system at all times.

• Liaise with internal teams, warehouses, and transport providers to support smooth and reliable service delivery across all brands.

• Maintain up-to-date knowledge of Sleep Collective products, systems, procedures, and company policies — applying this knowledge accurately in every customer and operational interaction.

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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