Remote Customer Complaints & Support Specialist

MicroSourcing International; Manila; Remote; PHP 357,000 - 469,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking a Customer Support Specialist in Metro Manila with a remote work setup and shifting hours. You will review customer complaints across channels, classify per policy, and triage for escalation to Compliance or specialist teams.

You’ll log cases in Zendesk and ensure timely responses while protecting data confidentiality and regulatory requirements. The role emphasizes adherence to a multi-step process, attention to accuracy, and proactive escalation when needed.

Qualifications

• Excellent written English and ability to summarize multi-paragraph complaints accurately.
• Ability to follow a detailed, multi-step process exactly and consistently.
• Comfortable in a rules-based, audit-driven environment with documentation of every decision.

Responsibilities

• Read and review incoming complaints across channels to understand nature, severity, and root cause.
• Interpret content against policy and regulatory timing to classify and decide next steps.
• Triage complaints by category and severity following the defined workflow.
• Follow the triage workflow in the correct sequence for every case.
• Log and document each complaint in Zendesk with classification and actions taken.
• Escalate cases meeting thresholds to Compliance or relevant team within SLA.
• Identify complaints needing specialist handling by Claims, Underwriting, or Legal/Compliance.
• Meet SLA turnaround times for triage and initial response.
• Maintain confidentiality of customer information per data handling policy.
• Flag recurring themes to support process improvement.

Skills

Excellent written English

Detail-oriented

Process adherence

Tools

Zendesk

Job description

MicroSourcing is seeking a Customer Support Specialist in Metro Manila with a remote work setup and shifting hours. You will review customer complaints across channels, classify per policy, and triage for escalation to Compliance or specialist teams.

You’ll log cases in Zendesk and ensure timely responses while protecting data confidentiality and regulatory requirements. The role emphasizes adherence to a multi-step process, attention to accuracy, and proactive escalation when needed.