Customer Service Advisor

MicroSourcing; Cagayan de Oro; On-site; PHP 334,800 - 613,800; Full time

Benefits offered by this job

Above-market compensation

Healthcare coverage from day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Company-sponsored events

Flexible work arrangements

Career growth opportunities

Job summary

MicroSourcing in Cagayan De Oro (On-Site) is seeking a Customer Service Advisor to handle high-volume inbound and outbound interactions via voice, email, and live chat. You will resolve inquiries, maintain CRM records, and stay updated on product changes and client requirements. Flexibility for shifting schedules is required to meet business needs.

The role emphasizes empathy, accuracy, and adherence to policies, with opportunities for career growth and performance bonuses as part of benefits.

Qualifications

• Minimum 6 months to 1 year of experience in a BPO or contact center environment.
• Proven ability to handle multi-channel support (voice, email, chat).
• Excellent English communication skills (verbal and written).
• Flexible to work shifting schedules including night shifts, weekends and holidays.
• Strong multitasking and ability to use multiple software systems.

Responsibilities

• Handle high volume inbound and outbound interactions across voice, email, and live chat.
• Resolve inquiries and complaints by applying problem-solving skills and company policies.
• Maintain accurate records of customer touchpoints in CRM/ticketing systems.
• Stay updated with product changes and client requirements to provide accurate information.
• Escalate complex issues to the appropriate department following protocols.

Job description

Position

Customer Service Advisor

Location

SM CDO, Cagayan De Oro City, Misamis Oriental, Philippines (On-Site)

Work Setup & Shift

Onsite | Shifting Schedule

Benefits

• Competitive rewards: above-market compensation, healthcare coverage on day one (and for dependents), paid time-off with cash conversion, group life insurance, and performance bonuses.
• Collaborative spirit: participate in company-sponsored events and activities.
• Work-life harmony: flexible work arrangements.
• Career growth: continuous learning and advancement opportunities.
• Inclusive teamwork: celebrate diversity and foster inclusive culture.

Your Role

• Manage a high volume of inbound and outbound interactions across voice, email, and live chat channels.
• Resolve customer inquiries and complaints by applying problem-solving skills and adhering to company policies.
• Maintain accurate records of all customer touchpoints within the CRM or ticketing system to ensure data integrity.
• Stay current with frequent product updates, process changes, and client-specific requirements to provide accurate information.
• Escalate complex technical or sensitive issues to the appropriate department following established protocols.

Qualifications

• Minimum 6 months to 1 year of experience in a BPO or contact center environment.
• Proven ability to handle multi-channel support, including voice, email, and/or chat.
• Excellent English communication skills, with high proficiency in both verbal and written correspondence.
• Flexibility to work in shifting schedules, including night shifts, weekends, and holidays.
• Strong multitasking ability, with the skill to navigate multiple software systems and tools simultaneously.

Preferred Skills / Expertise

• Prior experience handling difficult or irate customers with a focus on empathy and professional de-escalation.
• Consistent track record of meeting or exceeding Key Performance Indicators (KPIs) such as AHT, CSAT, and Quality Scores.
• Familiarity with common CRM platforms (e.g., Zendesk, Salesforce) and ticketing workflows.
• Ability to work effectively under pressure while maintaining a high attention to detail and accuracy.
• Strong team-player mindset with a commitment to personal accountability and shared team goals.

Terms & Conditions

Terms & conditions apply.