Member Solutions Research Concierge

IntouchCX

Manila

On-site

PHP 391,000 - 614,000

Full time

3 days ago

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Job summary

IntouchCX in Manila is seeking a dedicated Member Solutions Specialist to act as a resource researcher and concierge navigator, helping members tackle life’s daily distractions and major events. You will conduct deep web research, vet providers, and manage end-to-end cases with empathy and meticulous documentation in Salesforce and related tools.

This unscripted, non-voice back-office role requires strong research skills, attention to detail, and the ability to adapt to evolving processes and

Qualifications

Minimum 2+ years in BPO/shared services, with a preference for Tier 2/CSR2/ SMEs.
Back-office experience in healthcare, content moderation, EAP, or VIP concierge is highly valued.
Proficient in Microsoft 365, Google Workspace, and enterprise CRM/case management software (Salesforce, Amazon Connect).
Strong web research capabilities; excellent written and verbal English communication; high emotional intelligence and attention to detail; self-motivated with good time management.

Responsibilities

Resource Mapping & Research using advanced search engines and case management systems.
Provider Vetting & Screening via telephonic pre-screening for suitability and availability.
Case Navigation & Ownership with adherence to SLAs and high empathy.
Documentation & Quality: detailed case notes and provider details in Salesforce, Amazon Connect, etc.
Process Improvement by adapting to changes in workflows and tools.