Customer Service Agent

MicroSourcing International; Parañaque; On-site; PHP 279,000 - 424,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Career growth opportunities

Inclusive team culture

Job summary

MicroSourcing is seeking a Customer Service Agent to join our Parañaque team for onsite night-shift coverage. You will handle high-volume inbound calls, assist with orders, schedule services, and resolve inquiries with a focus on customer satisfaction.

You will upsell relevant moving and storage services based on customer needs, document interactions, and escalate issues when necessary. Prior experience in call centers and familiarity with CRM/ticketing systems are preferred.

Qualifications

• Excellent written, verbal, and active listening skills across phone, email, and live chat channels.
• Proficient in Microsoft Office with fast, accurate typing and data entry.
• Ability to manage stressful customer situations with composure and empathy.
• Ability to work 40–50 hours per week in a fast-paced call center environment.
• Strong organizational skills to navigate software systems while assisting customers.

Responsibilities

• Answer high-volume inbound calls to assist customers with order placement, service scheduling, and inquiries.
• Recommend and market moving and storage products or services based on customer needs.
• Make outbound follow-up calls to confirm appointments and provide updates.
• Resolve customer complaints using company software and guidelines.
• Document call details and complete logs per SOPs.
• Escalate complex issues or recurring trends to supervisors.
• Process forms, orders, and applications while routing calls as needed.

Skills

Communication Skills

Data Entry Literacy

Problem-Solving & De-escalation

Work Schedule Availability

Multitasking & Organization

Tools

CRM systems

Ticketing software

Call center software

Job description

Job Description:

Discover your 100% YOU with MicroSourcing!

Position:

Customer Service Agent

Location:

Harton Corporate Centre, Parañaque

Work setup & shift:

Onsite | Night 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

• Answer high-volume inbound calls to assist customers with order placement, service scheduling, and general inquiries.
• Recommend and market relevant moving and storage products or services based on assessed customer needs.
• Make outbound follow-up calls to current customers to confirm appointments and provide updates.
• Resolve customer complaints and service issues using company software and established problem-solving guidelines.
• Research customer accounts, document call details, and complete call logs in accordance with standard operating procedures.
• Escalate complex issues, software bugs, or recurring call trends to supervisors and management.
• Process forms, orders, and applications while routing calls to appropriate internal departments as needed.

Non-negotiables

What You Need:

• Communication Skills: Excellent written, verbal, and active listening skills across phone, email, and live chat channels.
• Computer & Data Entry Literacy: Proficient in Microsoft Office (Word, Excel, Teams, Outlook) with fast, accurate typing and data entry skills.
• Problem-Solving & De-escalation: Ability to manage stressful customer situations with composure, empathy, and sound judgment.
• Work Schedule Availability: Ability to work between 40 to 50 hours per week in a fast-paced call center environment.
• Multitasking & Organization: Strong organizational skills to navigate software systems while assisting customers.

Preferred Skills/Experience

• Prior customer service experience within a call center setting.
• Knowledge or prior background in the moving, storage, or logistics industries.
• Experience using CRM, ticketing, or call center software platforms.
• Familiarity with sales cross-selling or consultative product recommendations.

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.

For more information, visit https://www.microsourcing.com/

Terms & conditions apply.*