Customer Service Advisor

Lenstore UK EFS Ltd (Essilor Luxottica); Philippines; On-site; PHP 290,000 - 357,000; Full time

Benefits offered by this job

Healthcare on day one

Dependent coverage

Paid time-off

Life insurance

Performance bonus

Job summary

MicroSourcing is seeking a Customer Service Advisor to handle inbound and outbound inquiries via voice, email, and live chat from its site in Cagayan De Oro City. You will resolve issues following established policies, document interactions in CRM, and strive to meet quality and resolution KPIs.

The role requires clear English communication, problem-solving skills, and the ability to navigate multiple systems while maintaining a calm, professional demeanor.

Qualifications

• Excellent verbal and written English communication.
• Ability to resolve complaints and manage high-pressure customer situations calmly.
• Capable of navigating multiple software systems and CRM databases while communicating.

Responsibilities

• Respond to inbound and outbound customer inquiries across voice, email, and chat.
• Resolve concerns using company policies and guidelines.
• Document interactions and resolutions in CRM/ticketing systems.
• Meet KPIs for quality, handle times, and resolution rates.
• Escalate complex issues using escalation protocols.
• Maintain a professional, empathetic tone when de-escalating customers.
• Keep product knowledge and policies up to date.

Skills

Customer support

Tools

Zendesk

Salesforce

Freshdesk

Job description

Discover your 100% YOU with MicroSourcing!

Position:Customer Service Advisor
Location:SM CDO, Cagayan De Oro City
Work setup & shift:Onsite | Shifting Schedule

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 Advisor, you will:

• Respond to inbound and outbound customer inquiries across voice calls, email, and live chat.
• Resolve customer concerns, complaints, and requests using company policies and guidelines.
• Document customer interactions and issue resolutions accurately in CRM and ticketing systems.
• Meet operational key performance indicators (KPIs) for quality, handle times, and resolution rates.
• Escalate complex or unresolved technical and account issues using established escalation protocols.
• Maintain a professional, empathetic tone when de-escalating frustrated or irate customers.
• Keep product knowledge, process guidelines, and client policy updates up to date.

What You Need:

Non-negotiables

• Communication: Excellent verbal and written English communication skills.
• Problem-Solving & De-escalation: Strong ability to resolve complaints and manage high-pressure customer situations calmly.
• Multitasking & System Navigation: Ability to navigate multiple software systems and CRM databases simultaneously while speaking or chatting.
• Schedule Flexibility: Willingness to work shifting schedules, including night shifts, weekends, and holidays.
• Detail & Accuracy: Precision in logging account records, customer notes, and ticket details.

Preferred skills/expertise

• 6 months to 1 year of prior customer support experience in a BPO or contact center environment.
• Hands-on experience working in a blended environment (handling voice, chat, and email support concurrently).
• Familiarity with popular ticketing and CRM platforms like Zendesk, Salesforce, or Freshdesk.
• Demonstrated resilience and adaptability to quick process or script updates.

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, visithttps://www.microsourcing.com/

*Terms & conditions apply