Customer Support Specialist

MicroSourcing International; Quezon City; À distance; PHP 223 000 - 357 000; Plein temps

Avantages offerts par ce poste

Healthcare on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Résumé du poste

MicroSourcing invites applications for a Customer Service Advisor. You will respond to inbound/outbound inquiries via voice, email, and live chat, resolve issues per policy, and document interactions in CRM.

Maintain a professional, empathetic tone, hit KPIs for quality and handle times, and escalate when needed. This remote role offers a midshift with opportunities for growth and development.

Qualifications

• Excellent verbal and written English communication required.
• Ability to resolve complaints calmly and manage high-pressure situations.
• Navigate multiple software systems and CRM databases while communicating with customers.
• Willingness to work shifting schedules including nights, weekends, and holidays.
• High attention to logging accurate account records and ticket details.

Responsabilités

• Respond to inbound and outbound customer inquiries across voice calls, email, and live chat.
• Resolve customer concerns, complaints, and requests following company policies.
• Document interactions and resolutions in CRM and ticketing systems.
• Meet KPIs for quality, handle times, and resolution rates.
• Escalate complex issues using escalation protocols.
• Maintain professional and empathetic tone when de-escalating customers.
• Keep product knowledge and policies up to date.

Connaissances

Communication

Problem-Solving & De-escalation

Multitasking & System Navigation

Schedule Flexibility

Detail & Accuracy

BPO Experience

Voice/Chat/Email Support

Zendesk

Salesforce

Freshdesk

Outils

Zendesk

Salesforce

Freshdesk

Description du poste

Discover your 100% YOU with MicroSourcing!

Position: Customer Service Advisor
Location:Harton Corporate Center, Parañaque City
Work setup & shift: WFH | Midshift

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 Advisor, you will:

• Respond to inbound and outbound customer inquiries across voice calls, email, and live chat.

• Resolve customer concerns, complaints, and requests using company policies and guidelines.

• Document customer interactions and issue resolutions accurately in CRM and ticketing systems.

• Meet operational key performance indicators (KPIs) for quality, handle times, and resolution rates.

• Escalate complex or unresolved technical and account issues using established escalation protocols.

• Maintain a professional, empathetic tone when de-escalating frustrated or irate customers.

• Keep product knowledge, process guidelines, and client policy updates up to date.

What You Need:

Non-negotiables

• Communication: Excellent verbal and written English communication skills.

• Problem-Solving & De-escalation: Strong ability to resolve complaints and manage high-pressure customer situations calmly.

• Multitasking & System Navigation: Ability to navigate multiple software systems and CRM databases simultaneously while speaking or chatting.

• Schedule Flexibility: Willingness to work shifting schedules, including night shifts, weekends, and holidays.

• Detail & Accuracy: Precision in logging account records, customer notes, and ticket details.

Preferred skills/expertise

• 6 months to 1 year of prior customer support experience in a BPO or contact center environment.

• Hands-on experience working in a blended environment (handling voice, chat, and email support concurrently).

• Familiarity with popular ticketing and CRM platforms like Zendesk, Salesforce, or Freshdesk.

• Demonstrated resilience and adaptability to quick process or script updates.

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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