Customer Support Specialist

MicroSourcing International; Manila; Remote; PHP 357,000 - 469,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking a Customer Support Specialist in Metro Manila with a remote work setup and shifting hours. You will review customer complaints across channels, classify per policy, and triage for escalation to Compliance or specialist teams.

You’ll log cases in Zendesk and ensure timely responses while protecting data confidentiality and regulatory requirements. The role emphasizes adherence to a multi-step process, attention to accuracy, and proactive escalation when needed.

Qualifications

• Excellent written English and ability to summarize multi-paragraph complaints accurately.
• Ability to follow a detailed, multi-step process exactly and consistently.
• Comfortable in a rules-based, audit-driven environment with documentation of every decision.

Responsibilities

• Read and review incoming complaints across channels to understand nature, severity, and root cause.
• Interpret content against policy and regulatory timing to classify and decide next steps.
• Triage complaints by category and severity following the defined workflow.
• Follow the triage workflow in the correct sequence for every case.
• Log and document each complaint in Zendesk with classification and actions taken.
• Escalate cases meeting thresholds to Compliance or relevant team within SLA.
• Identify complaints needing specialist handling by Claims, Underwriting, or Legal/Compliance.
• Meet SLA turnaround times for triage and initial response.
• Maintain confidentiality of customer information per data handling policy.
• Flag recurring themes to support process improvement.

Skills

Excellent written English

Detail-oriented

Process adherence

Tools

Zendesk

Job description

Job Description:

Discover your 100% YOU with MicroSourcing!

Position: Customer Support Specialist

Location: Metro Manila

Work setup & shift: Remote | Shifting

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.

What You'll Do

The Customer Support Specialist is responsible for the first-line review of customer complaints received across support channels. This role requires someone who can read a complaint carefully, correctly interpret what the customer is raising, and apply the company's complaints handling process precisely and consistently, every time. Accuracy, discipline in following procedure, and sound judgement on when to elevate are essential, as triage decisions affect regulatory compliance, customer outcomes, and downstream teams such as Claims, Underwriting, and Compliance.

• Read and review incoming complaints across all channels (Zendesk tickets, email, and complaints escalated from partners) to accurately understand the nature, severity, and root cause of each case.
• Interpret complaint content against complaints handling policy and applicable regulatory requirements (for example, internal dispute resolution timelines) to determine the correct classification and next steps.
• Triage each complaint by category (such as claims decision, policy wording, sales or mis-selling, service delivery, or billing) and by severity or priority, strictly in line with the defined process.
• Follow the complaints triage workflow in the correct sequence for every case, without skipping or reordering steps, so outcomes remain consistent and auditable.
• Log and document each complaint accurately in Zendesk (or the designated system), including classification, evidence reviewed, and actions taken.
• Escalate complaints that meet defined thresholds (regulatory risk, vulnerable customer indicators, high severity, or repeat complaints) to Compliance or the relevant specialist team within SLA.
• Identify and refer complaints that require specialist handling by Claims, Underwriting, or Legal/Compliance.
• Meet SLA turnaround times for triage and initial response on every case.
• Maintain strict confidentiality of customer and policy information at all times, in line with data handling policy.
• Flag recurring themes, unclear cases, or gaps in the triage process to the Complaints & Compliance Team Lead to support continuous improvement.

Non-negotiables

What You'll Need

• Excellent written English comprehension: able to read a multi-paragraph complaint and accurately restate what is being alleged and what outcome is sought.
• Demonstrated ability to follow a detailed, multi-step process or checklist exactly and consistently, without skipping or reordering steps.
• Comfortable working in a rules-based, audit-driven environment where every decision must be documented and justified.
• Willingness and ability to learn a new ticketing or case management system quickly (prior Zendesk experience is not required).

Preferred, Not Required

• Prior experience in complaints handling, customer support, or a BPO environment, ideally within insurance, financial services, or another regulated industry.
• Background in QA, transaction monitoring, back-office processing, or claims adjudication at another BPO or an insurer.
• Familiarity with insurance terminology (claims, policy, underwriting).
• Experience with ticketing or CRM systems such as Zendesk.

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