Customer Service Officer

MicroSourcing; Manila; On-site; PHP 279,000 - 391,000; Full time

Benefits offered by this job

Healthcare on day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing in Metro Manila is seeking a Customer Service Officer to handle initial contacts via phone and email, manage high-volume tickets, and build rapport with customers.

You will navigate multiple systems, protect privacy, and escalate complex issues to consultants while enjoying a flexible day-shift setup and growth opportunities.

Qualifications

• Non-negotiables: Highly developed verbal English communications with a neutral accent.
• Strong customer service skills and ability to build relationships quickly.
• Experience communicating with customers by phone and email.
• Strong ability to learn new systems.
• Excellent attention to detail.
• Excellent people and stakeholder management skills.
• Strong technical and troubleshooting skills.

Responsibilities

• Providing an exceptional customer experience through management of initial customer contact via phone and email.
• Management of inbound customer tickets (calls and emails) in a high volume contact centre environment.
• Build rapport with customers quickly and provide an excellent customer experience on each interaction via phone and email.
• Initial investigation of tickets to understand customer queries and complexity of problem solving required.
• Collection of initial ticket information to support escalated investigation.
• Manage initial tickets and elevate tickets requiring specialized knowledge to appropriate Consultants.
• Navigate multiple systems to accurately and efficiently record customer details.
• Adhere to customer privacy requirements at all times.
• Accurate and effective record keeping.

Skills

Verbal English

Customer service

Phone & email support

System navigation

Attention to detail

Stakeholder management

Troubleshooting

Job description

Job Description:

Discover your 100% YOU with MicroSourcing!

Position: Customer Service Officer

Location: Metro Manila

Work setup & shift: Flexible work setup | 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 Service Officer, you will:

• Providing an exceptional customer experience through management of initial customer contact via phone and email
• Management of inbound customer tickets (calls and emails) in a high volume contact centre environment
• Build rapport with customers quickly and provide an excellent customer experience on each interaction via phone and email
• Initial investigation of tickets to understand customer queries and complexity of problem solving required
• Collection of initial ticket information to support escalated investigation
• Manage initial tickets and elevate tickets requiring specialized knowledge to appropriate Consultants
• Navigate multiple systems to accurately and efficiently record customer details
• Adhere to customer privacy requirements at all times
• Accurate and effective record keeping

What You Need

Non-negotiables

• Highly developed verbal English communications skills with a neutral accent
• Strong customer service skills and ability to build relationships quickly
• Experience communication with customers by phone and email
• Strong ability to learn new systems
• Excellent attention to detail
• Excellent people and stakeholder management skills
• Strong technical and trouble shooting skills

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