Customer Service Representative | Hybrid, Night shift

MicroSourcing International; Quezon City; Hybride; PHP 279 000 - 446 000; Plein temps

Avantages offerts par ce poste

Healthcare coverage day one for you &1

Performance bonuses

Paid time-off with cash conversion

Group life insurance

Résumé du poste

MicroSourcing seeks a Customer Service Representative in Eastwood, Libis, Quezon City. This hybrid, night-shift role involves serving as the primary contact for customers and partners receiving regulated medical waste management and related services.

You will handle inquiries via phone, email, and approved channels, coordinate service requests, and maintain accurate records while ensuring compliant and timely service delivery.

Qualifications

• At least two years in customer service, contact center, or account coordination.
• Excellent spoken and written English, calm and professional communication.
• Strong attention to detail and accurate case notes/records.
• Ability to manage multiple inquiries across systems with timely follow-through.
• Strong coordination with multiple internal teams to resolve issues.
• Sound judgment on escalation needs, especially for safety/compliance concerns.
• Willingness to work primarily on a schedule aligned with U.S. Eastern Time.

Responsabilités

• Respond to inquiries via phone, email, and approved channels about service schedules, status, containers, supplies, manifests, billing, and accounts.
• Create, update, and track service requests, reports, and related cases in company systems.
• Coordinate with Dispatch, Operations, Sales, Billing, Compliance, and field staff to provide accurate updates and commitments.
• Explain services and procedures without giving regulatory, clinical, or legal advice.
• Elevate spills, exposures, leaks, unknown waste, or service failures per protocols.
• Maintain accurate customer contact details, site instructions, notes, and classifications.
• Identify recurring issues and opportunities to improve customer experience and retention.
• Support customers in healthcare settings including hospitals, clinics, labs, and pharmacies.
• Protect confidential data per company policy and privacy laws.
• Assist with additional data entry and administrative projects as needed.

Connaissances

Customer service

English proficiency

Attention to detail

Multitasking

Coordination

Escalation management

US Eastern Time scheduling

Outils

CRM platforms

Ticketing systems

Dispatch software

Billing systems

Route-management tools

Description du poste

Discover your 100% YOU with MicroSourcing!

Position:

Customer Service Representative

Location:

Eastwood, Libis, Quezon City

Work setup & shift:

Hybrid | 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 company that celebrates diversity and fosters an inclusive culture.

Your Role

As a Customer Service Representative, you will serve as a responsive and professional point of contact for customers and partners receiving regulated medical waste management and related environmental services. You will address routine inquiries, coordinate service requests with internal teams, maintain accurate records, and help ensure safe, reliable, and compliant service delivery.

You Will

• Respond to customer inquiries through phone, email, and approved digital channels regarding service schedules, service status, containers, supplies, manifests, billing questions, and account information.
• Create, update, and track service requests, missed-pickup reports, extra-pickup requests, container exchanges, and related cases in company systems.
• Coordinate with Dispatch, Operations, Sales, Billing, Compliance, and field personnel to resolve issues and provide customers with accurate updates and service commitments.
• Explain services and standard procedures without providing unauthorized regulatory, clinical, or legal advice.
• Immediately elevate spills, exposures, leaking containers, unknown or rejected waste, service failures, and other safety or compliance concerns according to established protocols.
• Maintain accurate customer contact details, site instructions, service notes, issue classifications, and resolution documentation.
• Identify recurring service issues, potential root causes, and opportunities to improve customer experience and account retention.
• Support customers across healthcare settings, including hospitals, clinics, laboratories, dental offices, pharmacies, long-term care facilities, and other medical waste generators.
• Protect confidential customer, patient-related, pricing, and account information in accordance with company policies and applicable privacy requirements.
• Assist with additional data entry and administrative projects as needed.

What You Need

Non-negotiables

• At least two years of experience in customer service, contact center operations, client support, or account coordination.
• Excellent spoken and written English, with a calm, professional, helpful, and accountable communication style.
• Strong attention to detail and the ability to maintain accurate case notes, records, and customer information.
• Ability to manage multiple inquiries and service requests across different systems while ensuring timely follow-through.
• Strong coordination and problem-solving skills, including the ability to work with multiple internal teams to resolve customer concerns.
• Sound judgment in determining which issues can be resolved independently and which require escalation, particularly for safety and compliance concerns.
• Ability to work a schedule aligned primarily with U.S. Eastern Time.

Preferred Skills/expertise

• Experience supporting customers in healthcare, medical services, logistics, waste management, transportation, field services, or other regulated industries.
• Familiarity with CRM platforms, ticketing systems, dispatch software, billing systems, or route-management tools.
• Experience supporting business-to-business (B2B) customers and handling high-priority service issues or service recovery.
• Experience coordinating with operations teams and field personnel to resolve scheduling or service-delivery issues.
• Familiarity with handling confidential customer or patient-related information.

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 MicroSourcing.

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