Customer Success (Service) Associate

MicroSourcing; Manila; On-site; PHP 335,000 - 614,000; Full time

Benefits offered by this job

Healthcare on day one

Performance bonuses

Paid time off with cash conversion

Group life insurance

Competitive rewards

Job summary

MicroSourcing seeks a Customer Success (Service) Associate for a remote role based from Mall of Asia Complex, Pasay City. The position supports customers via phone and email, and works within a team to resolve issues while maintaining service quality.

Responsibilities include knowledge, support and operations, escalation handling across Risk, Compliance and Finance, and becoming the go-to expert for product usage and support knowledge.

Qualifications

• Financial industry experience is required.
• Passionate about customer experience and problem solving.
• Ability to work autonomously yet collaboratively.
• Able to balance speed, perfection, functionality, cost and customer experience.

Responsibilities

• Knowledge, Support and Operations: Supporting out-of-hours, day to day engagement with customer base via phone and email.
• Escalations between operational functions such as the Risk and Compliance teams, and Finance Operations.
• Internal support to other Customer Success Team members to help resolve issues quickly for customers.
• Becoming the subject matter expert and establishing the function's centre of excellence for product usage and support knowledge.
• Hardware fulfilment handling and supply chain support.
• Ship hand over to enable seamless support of customers.
• Escalation of urgent / priority cases on shore during out-of-hours operations.
• Continuous Improvement: Product and service defect escalations to Engineering.
• Product improvement advice and feature request feedback across: Functionality, CX / UX, Public Web and Funnel leakage identification.
• Continuous improvement of support operating model design and implementation from systems, data, process to people.

Skills

Financial industry experience

Customer experience

Problem solving

Autonomy

Collaborative

Balance speed and quality

Job description

Discover your 100% YOU with MicroSourcing!

Position: Customer Success (Service) Associate

Location: Mall of Asia Complex, Pasay City

Work setup & shift: Remote

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.

Role Responsibilities

Knowledge, Support and Operations

• Supporting out-of-hours, day to day engagement with customer base via phone, and email, covering:
• Technical support ranging from hardware and soware support to account configuration and management
• Escalations between operational functions such as the Risk and Compliance teams, and Finance Operations
• Internal support to other Customer Success Team members to help resolve issues quickly for customers
• Becoming the subject matter expert and establishing the function's centre of excellence for product usage and support knowledge
• Hardware fulfilment handling and supply chain support
• Ship hand over to enable seamless support of customers
• Escalation of urgent / priority cases on shore during out-of-hours operations

Continuous Improvement

• Product and service defect escalations to Engineering
• Product improvement advice and feature request feedback across:
• Functionality
• CX / UX
• Public Web and Funnel leakage identification
• Continuous improvement of support operating model design and implementation from systems, data, process to people

Qualifications

• Financial industry experience is required
• Passionate about customer experience and problem solving
• Ability to work autonomously yet collaboratively
• Be able to continually balance speed, perfection, functionality, cost and customer experience
• Be an active participant in improving products, services and customer experience

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