Multi-Channel Customer Care Specialist

MicroSourcing International; Northern Mindanao; On-site; PHP 201,000 - 290,000; Full time

Benefits offered by this job

Competitive rewards

Healthcare coverage day one

Group life insurance

Performance bonuses

Paid time-off with cash conversion

Job summary

MicroSourcing in Cagayan de Oro is seeking aCustomer Service Representative to handle interactions across phone, email, and live chat. The role requires strong communication skills, a customer-first mindset, and the ability to resolve issues while upholding brand standards.

The position is onsite at SM Downtown with mid-shift hours. MicroSourcing emphasizes a collaborative, inclusive culture, growth opportunities, and competitive rewards for performance.

Qualifications

• 6 months to 1 year experience in a BPO or contact center (preferred).
• Experience handling voice, email, and/or chat support.
• Excellent English communication skills (verbal and written).
• Strong problem-solving and complaint-handling skills.
• Ability to multitask and navigate multiple systems simultaneously.
• Willingness to work in shifting schedules, including nights, weekends, and holidays.

Responsibilities

• Manage inbound and outbound customer interactions via phone, email, and live chat in a fast-paced environment.
• Resolve customer inquiries, issues, and complaints in accordance with company policies and client guidelines.
• Meet and maintain key performance indicators (KPIs).
• Ensure compliance with quality standards, scripts, and regulatory requirements.
• Accurately document all customer interactions in CRM or ticketing systems.
• Escalate complex or unresolved concerns following proper escalation procedures.
• Provide clear, accurate, and timely information to customers.
• Maintain professionalism and empathy when handling difficult or irate customers.
• Stay updated with product knowledge, process changes, and client requirements.

Skills

Customer service mindset

English communication

Multitasking

Empathy

Tools

CRM software

Ticketing systems

Job description

MicroSourcing in Cagayan de Oro is seeking aCustomer Service Representative to handle interactions across phone, email, and live chat. The role requires strong communication skills, a customer-first mindset, and the ability to resolve issues while upholding brand standards.

The position is onsite at SM Downtown with mid-shift hours. MicroSourcing emphasizes a collaborative, inclusive culture, growth opportunities, and competitive rewards for performance.