Senior Multichannel Support Specialist - Remote

MicroSourcing; Manila; On-site; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Healthcare on day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing in Metro Manila is seeking a Senior Support Specialist for its 100% YOU frontier. This remote, shifting role combines multi-channel customer service across phone, chat, and email with an emphasis on policy understanding and judicious decision making.

You will manage customer cases end-to-end, aim for SLA compliance, document accurately, and collaborate across teams in a fast-paced, regulated environment.

Qualifications

• 3+ years experience in a multi-channel customer support environment with measurable SLA targets.
• Demonstrated experience handling complex or sensitive cases independently.
• Proven ability to switch between phone, chat, email, and administrative tasks without quality loss.
• Strong written communication and documentation capability.
• Experience operating within regulated, compliance-driven, or policy-based environments.

Responsibilities

• Manage inbound phone, live chat, and email enquiries from first contact through resolution or structured escalation.
• Apply policy confidently and explain decisions clearly without reliance on scripts.
• Maintain control of complex or emotionally charged conversations.
• Ensure consistent service quality across all communication channels.
• Process back-office work including claims administration, triage, and manual case filing.
• Maintain audit-ready documentation in our ticketing system and associated systems.
• Balance live customer demand with structured administrative throughput.
• Identify and flag process gaps, documentation risks, or compliance concerns.
• Meet or exceed SLAs, QA benchmarks, and productivity expectations.
• Follow SOPs, compliance requirements, and escalation frameworks.
• Maintain high case accuracy with minimal rework.
• Exercise sound judgement on resolution versus escalation.
• Escalate complex, sensitive, or out-of-scope cases appropriately.
• Protect compliance and regulatory standards in all interactions.
• Collaborate across teams to improve customer outcomes.

Skills

Multi-channel support

Policy interpretation

Written communication

Tools

Zendesk

Job description

MicroSourcing in Metro Manila is seeking a Senior Support Specialist for its 100% YOU frontier. This remote, shifting role combines multi-channel customer service across phone, chat, and email with an emphasis on policy understanding and judicious decision making.

You will manage customer cases end-to-end, aim for SLA compliance, document accurately, and collaborate across teams in a fast-paced, regulated environment.