Service Support Specialist

MicroSourcing; Philippines; On-site; PHP 360,000 - 540,000; Full time

Benefits offered by this job

Healthcare on day one

Performance bonuses

Paid time-off

Group life insurance

Competitive rewards

Job summary

MicroSourcing is hiring a Service Support Specialist (B2B AU Telco) to join our Philippines team onsite in BGC, Taguig City. You will bridge sales, customers, and internal teams to ensure smooth service delivery and issue resolution.

You will handle enterprise customer inquiries, billing disputes, and process improvements, working with Salesforce and Excel to support sales operations and maintain service quality.

Qualifications

• Strong understanding of technology and telecommunication products, services, and processes.
• Strong attention to detail and highly organized.
• Excellent communication, interpersonal, and problem-solving skills.
• Experience in customer service and complaint resolution.
• Ability to work independently and as part of a team.
• Proficient in using Salesforce.
• Intermediate to advanced knowledge of Excel.
• Knowledge of sales operations and sales admin.

Responsibilities

• Support sales teams by actioning service requests on behalf of their customers. Assist with escalations and provide basic technical support.
• Provide a high level of customer service and resolve customer inquiries and complaints across enterprise & business product suite.
• Investigate and resolve complex billing disputes and point-of-sale issues. Proactively identify and address customer experience issues.
• Identify and report systematic trends and recurring issues impacting customers.
• Provide insights and suggestions to improve customer experience, revenue protection, and compliance.
• Identify and report product deficiencies and support customers in minimizing adverse impacts.
• Contribute to ongoing process improvements and assist with projects.

Skills

Tech knowledge

Attention to detail

Communication skills

Customer service experience

Salesforce

Excel

Sales ops knowledge

Tools

Salesforce

Microsoft Excel

Job description

Discover your 100% YOU with MicroSourcing!

Position: Service Support Specialist (B2B AU Telco)

Location: BGC, Taguig City

Work setup & shift: Onsite work setup | Day shift

Be a part of something big at Microsourcing!

We're building a new team to support a dynamic challenger in the Australian telco space; a company committed to redefining customer experiences and pushing the boundaries of digital innovation.

Our client serves mid-market to large enterprise customers and is committed to building a sustainable, high-performance environment in the Philippines. We partner with our client to foster an inclusive culture that attracts, develops, and retains top talent—creating an exceptional place to work while enabling the delivery of a world class service centre.

This is your chance to contribute to projects that connect millions nationwide while working with cutting-edge technology. Join us on this exciting journey and grow your career with a company that's at the forefront of the telecommunications industry!

About The Role

The Service Support Specialist role is a critical part of the B2B enterprise team, providing comprehensive support to service requests coming from customers of both internal sales teams and external channel partners. Service support will act as a bridge between sales, customers, and various internal departments, ensuring smooth operations, resolving issues, and enabling service success.

Key Responsibilities

Service Support

• Support sales teams by actioning service requests on behalf of their customers. Assist with escalations and provide basic technical support.

Customer Support

• Provide a high level of customer service and resolve customer inquiries and complaints across enterprise & business product suite.
• Investigate and resolve complex billing disputes and point-of-sale issues. Proactively identify and address customer experience issues.

Operational Excellence

• Identify and report systematic trends and recurring issues impacting customers.
• Provide insights and suggestions to improve customer experience, revenue protection, and compliance.
• Identify and report product deficiencies and support customers in minimizing adverse impacts.
• Contribute to ongoing process improvements and assist with projects.

Required Skills And Qualifications

• Strong understanding of technology and telecommunication products, services, and processes, preferred.
• Strong attention to details, and highly organized.
• Excellent communication, interpersonal, and problem-solving skills.
• Experience in customer service and complaint resolution.
• Ability to work independently and as part of a team.
• Proficient in using Salesforce.
• Intermediate to advance knowledge of Excel.
• Knowledge of sales operations and sales admin.

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.

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, 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: Experience a culture that values your time, offering a balanced schedule and team-driven initiatives designed to help you enjoy life beyond work.
• 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.

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