Customer Service Representative

MicroSourcing International; Northern Mindanao; Sur place; PHP 201 000 - 290 000; Plein temps

Avantages offerts par ce poste

Competitive rewards

Healthcare coverage day one

Group life insurance

Performance bonuses

Paid time-off with cash conversion

Résumé du poste

MicroSourcing in Cagayan de Oro is seeking aCustomer Service Representative to handle interactions across phone, email, and live chat. The role requires strong communication skills, a customer-first mindset, and the ability to resolve issues while upholding brand standards.

The position is onsite at SM Downtown with mid-shift hours. MicroSourcing emphasizes a collaborative, inclusive culture, growth opportunities, and competitive rewards for performance.

Qualifications

• 6 months to 1 year experience in a BPO or contact center (preferred).
• Experience handling voice, email, and/or chat support.
• Excellent English communication skills (verbal and written).
• Strong problem-solving and complaint-handling skills.
• Ability to multitask and navigate multiple systems simultaneously.
• Willingness to work in shifting schedules, including nights, weekends, and holidays.

Responsabilités

• Manage inbound and outbound customer interactions via phone, email, and live chat in a fast-paced environment.
• Resolve customer inquiries, issues, and complaints in accordance with company policies and client guidelines.
• Meet and maintain key performance indicators (KPIs).
• Ensure compliance with quality standards, scripts, and regulatory requirements.
• Accurately document all customer interactions in CRM or ticketing systems.
• Escalate complex or unresolved concerns following proper escalation procedures.
• Provide clear, accurate, and timely information to customers.
• Maintain professionalism and empathy when handling difficult or irate customers.
• Stay updated with product knowledge, process changes, and client requirements.

Connaissances

Customer service mindset

English communication

Multitasking

Empathy

Outils

CRM software

Ticketing systems

Description du poste

Job Description:

Discover your 100% YOU with MicroSourcing!

Position: Customer Service Representative

Work setup: Onsite | Mid shift

Location: SM Downtown, Cagayan De Oro 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:

We are looking for a dedicated and customer-focused Customer Service Representative to manage customer interactions across multiple channels, including voice calls, email, and live chat. The ideal candidate will have a strong customer service mindset, excellent communication skills, and the ability to effectively handle customer concerns and complaints while maintaining a positive brand experience.

Key Responsibilities:

• Manage inbound and outbound customer interactions via phone, email, and live chat in a fast-paced environment
• Resolve customer inquiries, issues, and complaints in accordance with company policies and client guidelines
• Meet and maintain key performance indicators (KPIs)
• Ensure compliance with quality standards, scripts, and regulatory requirements
• Accurately document all customer interactions in CRM or ticketing systems
• Escalate complex or unresolved concerns following proper escalation procedures
• Provide clear, accurate, and timely information to customers
• Maintain professionalism and empathy when handling difficult or irate customers
• Stay updated with product knowledge, process changes, and client requirements

Requirements:

• At least 6 months to 1 year of experience in a BPO or contact center environment (preferred)
• Experience handling voice, email, and/or chat support
• Excellent English communication skills (verbal and written)
• Strong problem-solving and complaint-handling skills
• Ability to multitask and navigate multiple systems simultaneously
• Willingness to work in shifting schedules, including nights, weekends, and holidays

Key Competencies:

• Strong customer service orientation
• Empathy and active listening skills
• Resilience and ability to handle pressure
• Attention to detail and accuracy
• Adaptability to changing processes and tools
• Team collaboration and accountability

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