Member Resources Researcher & Guidance Specialist

IntouchCX; Manila; On-site; PHP 335,000 - 469,000; Full time

Job summary

IntouchCX is seeking a Researcher to enhance member experiences by locating and vetting childcare, parenting, aging and other support resources. The role involves contacting providers, documenting findings, and ensuring timely case handling.

The ideal candidate demonstrates excellent written and verbal communication, attention to detail, and a collaborative work ethic within a fast-paced team.

Qualifications

• Proficient with Microsoft 365 and Google applications.
• Experience with case management systems such as Salesforce or Amazon Connect preferred.
• Strong teamwork, communication, and professionalism.
• Ability to handle daily workflow and meet member case SLAs.
• Agile mindset with openness to procedure changes.

Responsibilities

• Locate potential resources using internal databases and online tools.
• Research, map, contact and pre-screen resources for member needs.
• Maintain high member satisfaction by meeting productivity and quality standards.
• Document research steps, case status, and results with accuracy.
• Take on additional responsibilities as assigned.

Skills

Microsoft 365

Google apps

case management

written & verbal comms

workflow management

SLAs adherence

agile adaptability

Tools

Salesforce

Amazon Connect (AWS)

Job description

IntouchCX is seeking a Researcher to enhance member experiences by locating and vetting childcare, parenting, aging and other support resources. The role involves contacting providers, documenting findings, and ensuring timely case handling.

The ideal candidate demonstrates excellent written and verbal communication, attention to detail, and a collaborative work ethic within a fast-paced team.