Researcher

IntouchCX; Metro Manila; On-site; PHP 190,000 - 335,000; Full time

Job summary

IntouchCX is seeking a Researcher to deliver exceptional member experiences by guiding and sourcing resources for childcare, parenting, elder care, wellness, and financial resources. You will locate, contact, and vet providers to align with member needs, maintaining detailed records and meeting SLAs.

Strong communication and collaboration are essential in a global digital experience team. The role emphasizes attention to detail, professionalism, and a proactive approach, with opportunities to

Qualifications

• Proven written and verbal communication skills are essential.
• Experience in call center or customer service is beneficial.
• Familiarity with Microsoft 365 and Google Workspace required.
• Experience with case management systems like Salesforce or Amazon Connect is preferred.
• Ability to work collaboratively toward team goals and meet SLAs.
• Adaptability to evolving internal processes and standards.

Responsibilities

• Locate, contact, and vet service providers to meet member needs.
• Research, map, contact, and pre-screen resources for case requirements.
• Maintain detailed documentation of research workflows and outcomes.
• Ensure member satisfaction by meeting weekly quality and productivity benchmarks.
• Perform duties as assigned by management.

Skills

Communication

Customer service

Attention to detail

Teamwork

Adaptability

Education

High School Diploma or Equivalent

Tools

Microsoft 365

Google Workspace

Salesforce

Amazon Connect

Job description

Job Description:

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we've scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About The Job

We are looking for a Researcher to deliver an exceptional member experience by offering guidance and resources for both daily challenges and major life decisions.

In this role, you will locate, contact, and vet service providers to ensure they meet the specific needs of our members. Requests span various areas, with a focus on childcare, parenting, adult and elder care, emotional wellness, disability support, neurodiversity, and financial resources. You will evaluate provider suitability against member specifications to deliver tailored assistance.

This hands-on position requires keen attention to detail, exceptional communication skills, and high professionalism. A strong work ethic and a collaborative mindset are essential for success.

As a Researcher, You Will

• Utilize internal databases, internet tools, and AI to identify potential resources and ensure these are aligned with member needs.
• Research, map, contact, and pre-screen resources to ensure they fulfil specific case requirements.
• Ensure member satisfaction by consistently meeting quality and productivity weekly benchmarks.
• Maintain timely, detailed, and accurate documentation of case research workflows, status, and outcomes.
• Perform additional duties and responsibilities as assigned by management.

As a Researcher, You Need

• High school diploma or equivalent (required).
• 1+ years of call center or customer service experience.
• Previous experience as a Researcher or similar roles preferred (a plus, but not required).
• Proficiency in Microsoft 365 and Google Workspace applications.
• Experience with case management systems (e.g., Salesforce, Amazon Connect) preferred.
• Strong commitment to team goals and collaborative success.
• Excellent written and verbal communication skills.
• Ability to manage daily workflows and meet member case SLAs consistently.
• Adaptable with a strong ability to stay updated on evolving internal processes and industry standards.

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [e-mail] for review and validation.