Responsive Multi-Channel Customer Service Officer

MicroSourcing International; Manila; On-site; PHP 334,800 - 468,720; Full time

Benefits offered by this job

Competitive rewards

Healthcare coverage day one

Time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Job summary

MicroSourcing in Manila is seeking a Customer Service Officer to handle inquiries via phone, email, ticketing, social media, and portals. This onsite role requires a shifting schedule and a focus on quick resolution and top-notch service.

You will track issues, de-escalate when needed, maintain records, and report insights to stakeholders. The company offers healthcare on day one, competitive rewards, and opportunities for growth.

Qualifications

• 2+ years of proven background in customer service and administrative support.
• Experience handling queries across phone, email, ticketing systems, and social media.
• Strong organizational skills to prioritize tasks and escalate complex issues effectively.
• Clear, articulate written and verbal communication for diverse stakeholders.
• Ability to remain calm and professional in a fast-paced, high-volume environment.

Responsibilities

• Respond to customer and Commission Agent inquiries across phone, email, digital portals, social media, and ticketing systems.
• Troubleshoot and resolve account issues, card inquiries, and service feedback within target timeframes.
• Track, log, and analyze common feedback themes and escalations to report operational insights to stakeholders.
• Build trust and rapport with customers using open, clear, and proactive communication.
• Maintain accurate records of customer interactions, account updates, and documentation.
• De-escalate complaints promptly by providing appropriate solutions, alternatives, and follow-ups.
• Participate in team reviews to monitor priorities, task progress, and service volume trends.

Skills

2+ Years Experience in CS

Multi-Channel Support

Escalation & Detail Management

Communication Skills

Composure Under Pressure

Job description

Discover your 100% YOU with MicroSourcing!

Position: Customer Service Officer

Location: Eastwood, Libis, Quezon City

Work setup & shift: Onsite | Shifting Schedule

Why join MicroSourcing?

You'll Have

Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses

A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.

Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.

Career Growth: Take advantage of opportunities for continuous learning and career advancement.

Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As a Customer Service Officer, you will:

• Respond to customer and Commission Agent inquiries across phone, email, digital portals, social media, and ticketing systems.
• Troubleshoot and resolve account issues, card inquiries, and service feedback within target timeframes.
• Track, log, and analyze common feedback themes and escalations to report operational insights to stakeholders.
• Build trust and rapport with customers using open, clear, and proactive communication.
• Maintain accurate records of customer interactions, account updates, and documentation.
• De-escalate complaints promptly by providing appropriate solutions, alternatives, and follow-ups.
• Participate in team reviews to monitor priorities, task progress, and service volume trends.
  
  

What You Need

Non-negotiables

• 2+ Years Experience: Minimum of 2 years of proven background in customer service and administrative support.
• Multi-Channel Support: Demonstrated experience handling queries across phone, email, ticketing systems, and social media platforms.
• Escalation & Detail Management: Strong organizational skills with the ability to prioritize tasks and escalate complex issues effectively.
• Communication Skills: Clear, articulate written and verbal communication tailored to diverse stakeholders.
• Composure Under Pressure: Ability to remain calm, professional, and consistent in a fast-paced, high-volume environment.
  
  

Preferred Skills/expertise

• Prior experience working within the retail petroleum, fuel card, or franchise retail sectors.
• Background in analyzing ticketing metrics to identify recurring customer friction points.
• Experience communicating directly with franchise partners, Commission Agents, or corporate accounts.
• Familiarity with social media community management and customer sentiment monitoring.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique, authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth.

Join us in celebrating YOU and your 100%! For more information, visit https://www.microsourcing.com/

• Terms & conditions apply