Service Representative (Senior)

MicroSourcing International; Cagayan de Oro; On-site; PHP 279,000 - 391,000; Full time

Benefits offered by this job

Healthcare on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is hiring a Service Representative for onsite night shifts at SM Downtown, Cagayan De Oro City. You will respond to customer questions, investigate issues, and deliver timely resolutions while collaborating with other departments.

You will build knowledge of services and processes, document interactions, and contribute to process improvements as you grow into more complex responsibilities, with competitive rewards and healthcare benefits starting day one.

Qualifications

• Strong written and verbal communication required.
• Active listening and understanding customer needs.
• Good problem-solving and sound judgment.
• Strong organizational skills and attention to detail.

Responsibilities

• Respond to customer questions and support needs promptly and professionally.
• Gather relevant information and investigate questions to determine resolution.
• Resolve concerns and ensure necessary actions are completed.
• Collaborate with team members or other departments when needed for clarification.
• Document customer information and resolutions accurately while meeting response-time expectations.
• Build knowledge of company services, systems, and processes to improve support.
• Participate in projects and process improvements as assigned.
• Grow proficiency to take on more complex customer needs.

Skills

Communication

Active listening

Problem-solving

Organizational skills

Multi-tasking

Microsoft Office

Google Docs/Sheets

Tools

Microsoft Office

Google Docs

Google Sheets

Job description

Discover your 100% YOU with MicroSourcing!

Position:

Service Representative

Location:

SM Downtown, Cagayan De Oro City

Work setup & shift:

Onsite, Night shift

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 company that celebrates diversity and fosters an inclusive culture.

Your Role

As a Service Representative, you will:

• Respond to customer questions and support needs promptly and professionally through appropriate communication channels.
• Listen carefully, gather relevant information, and investigate customer questions or issues to determine the appropriate resolution.
• Resolve customer concerns whenever possible and follow through to ensure the necessary actions are completed.
• Use internal resources and collaborate with team members or other departments when additional clarification or assistance is required.
• Exercise sound judgment when handling customer concerns and avoid making assumptions when information is unclear.
• Accurately document customer information, interactions, and resolutions while meeting established response-time expectations.
• Build knowledge of company services, systems, and processes to provide increasingly effective customer support.
• Participate in projects, process improvements, and other responsibilities as assigned.
• Take on more complex customer needs and responsibilities as proficiency and knowledge of the role develop.

What You Need

Non-negotiables

• Strong written and verbal communication skills.
• Ability to actively listen, understand customer needs, and communicate information clearly.
• Good problem-solving skills and sound judgment when handling customer concerns.
• Strong organizational skills and attention to detail.
• Ability to organize and prioritize multiple tasks while meeting response-time expectations.
• Comfortable working with computers and Microsoft Office/365, Google Docs, and Google Sheets.
• Ability and willingness to learn new systems, processes, and service information.

Preferred Skills/expertise

• Previous customer service, customer support, service representative, or similar experience.
• Experience investigating customer concerns and coordinating appropriate resolutions.
• Ability to work collaboratively while also managing assigned responsibilities independently.
• Professional, respectful, and courteous approach when working with customers and colleagues.
• Adaptable and willing to take on additional processes, projects, and responsibilities as proficiency grows.

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 MicroSourcing.

Terms & conditions apply