Customer Support Specialist: Triage & Compliance Champion

MicroSourcing International; Parañaque; On-site; PHP 257,000 - 357,000; Full time

Benefits offered by this job

Competitive rewards

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Collaborative work environment

Flexible work arrangements

Career growth opportunities

Inclusive team culture

Job summary

MicroSourcing in Metro Manila is seeking a Customer Support Specialist to provide first-line review of customer complaints across support channels. The role requires reading complaints carefully, interpreting outcomes, and applying the company’s handling process precisely and consistently.

Triage to compliance or specialists occurs within SLA. Responsibilities include logging cases in Zendesk, classifying and escalating when needed, and maintaining strict confidentiality.

Qualifications

• Excellent written English with ability to restate complaints clearly.
• Able to follow a detailed, multi-step process exactly as documented.
• Comfortable in audit-driven environments with documented decisions.
• Willing to learn a new ticketing system; Zendesk experience not required.

Responsibilities

• Read and review complaints across channels to understand case nature.
• Classify and triage complaints according to policy and regulations.
• Follow the triage workflow in sequence for consistency and auditability.
• Log classifications and actions in Zendesk or designated system.
• Escalate to Compliance or specialists within SLA when thresholds are met.
• Refer cases to Claims, Underwriting, or Legal for specialist handling.
• Meet SLA turnaround times for triage and initial response.
• Maintain confidentiality of customer and policy information.
• Flag recurring themes to support continuous improvement.

Skills

Excellent written English

Attention to multi-step processes

Rules-based / audit-driven work style

Willingness to learn new ticketing 시스템

Tools

Zendesk

Job description

MicroSourcing in Metro Manila is seeking a Customer Support Specialist to provide first-line review of customer complaints across support channels. The role requires reading complaints carefully, interpreting outcomes, and applying the company’s handling process precisely and consistently.

Triage to compliance or specialists occurs within SLA. Responsibilities include logging cases in Zendesk, classifying and escalating when needed, and maintaining strict confidentiality.