Customer Support Specialist Hybrid Night Shift

MicroSourcing International; Quezon City; Hybrid; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Dependents coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking a Customer Support Specialist in Eastwood, Libis, Quezon City for a hybrid night-shift role. You will serve as a responsive point of contact for customers and partners, handling regulated medical waste management and related services.

You will coordinate with internal teams, maintain records, and ensure safe, compliant service delivery while supporting hospitals, clinics, and other healthcare facilities. Excellent English and detailed documentation are required.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

English proficiency

Attention to detail

Multitasking

Cross-team coordination

Escalation judgment

US Eastern Time scheduling

Tools

CRM platforms

Ticketing systems

Dispatch software

Billing systems

Route-management tools

Job description

Job Description:

Discover your 100% YOU with MicroSourcing!

Position:

Customer Support Specialist

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.

Terms & conditions apply