Senior Customer Operations Specialist — Enterprise Support

MicroSourcing International; Parañaque; In loco; PHP 500.000 - 800.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive Rewards

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Descrizione del lavoro

MicroSourcing in Parañaque City is seeking a Senior Customer Operations Specialist for an onsite day shift. You will deliver white-glove inbound voice and live chat support for Tier-1 enterprise partners with clarity, confidence, and empathy, without scripts.

You will also perform back-office tasks during non-call periods, ensuring accurate processing, triage, and email support. The role requires handling multiple channels to maximize productivity and compliance.

Competenze

• 3+ years of experience delivering live phone support in a high-trust, regulated, or enterprise environment.
• Fluency in native or near-native English (verbal and written) PLUS fluency in at least one European language: German, French, Italian, or Spanish.
• Demonstrated ability to handle complex, unscripted voice interactions calmly while managing de-escalations.
• Proven ability to execute back-office admin and written email support with speed and accuracy during non-call periods.
• Strong reliability record, attendance discipline, and high tolerance for multi-tasking across dynamic workflows.

Mansioni

• Deliver white-glove inbound voice and live chat support for Tier-1 enterprise partners with clarity, confidence, and empathy without relying on scripts.
• Execute back-office operations during non-call periods, including claims administration, triage, manual filing, and email support.
• Transition seamlessly across phone, live chat, email, and administrative channels to maintain maximum operational productivity and utilization.
• Maintain exceptional case accuracy in Zendesk while strictly adhering to SOPs, compliance regulations, and SLA targets.
• Escalate complex, sensitive, or out-of-scope cases to internal Claims and Complaints specialist teams with sound judgment.

Conoscenze

3+ yrs phone support

English fluency

Second language (German/French/Italian

Strumenti

Zendesk

Descrizione del lavoro

MicroSourcing in Parañaque City is seeking a Senior Customer Operations Specialist for an onsite day shift. You will deliver white-glove inbound voice and live chat support for Tier-1 enterprise partners with clarity, confidence, and empathy, without scripts.

You will also perform back-office tasks during non-call periods, ensuring accurate processing, triage, and email support. The role requires handling multiple channels to maximize productivity and compliance.