Customer Service Officer

3 weeks ago

Quezon City, Philippines MicroSourcing Full time

Overview

Join to apply for the Customer Service Officer role at MicroSourcing

Location: 1880 Bldg, Eastwood, Quezon City

Shift: Onsite | Dayshift

Why join MicroSourcing

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

Your Role
  • Offer support to clients, customers, and team member inquiries regarding their accounts, issues, service or general inquiries (calls, emails, online portal, digital and cards)
  • Strive to enrich customers’ experience by quickly building rapport, asking relevant questions, effectively troubleshooting and resolving their issue/feedback
  • Participate in meetings to review tasks, escalations, priorities, trends and assess progress
  • Manage large amounts of queries
  • Identify and assess customers\' needs to achieve satisfaction
  • Build sustainable relationships and trust with customers through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personnel/customer service team targets and handling quotas
  • Follow communication procedures, guidelines and policies
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts and file documents
What You Need
  • Proven customer service experience across a wide variety of communication channels, such as ticketing, calls, emails, social, and letters
  • Experience providing responses in a timely and proactive manner for customers, partners, and team members
  • Attention to detail and the ability to organize/prioritize tasks and know when to escalate
  • 2+ years of customer service and administration background
  • Proven ability to influence the right outcome and communicate in a clear and decisive manner
  • Having skills and expertise to seek out answers when needed to enable responses to be accurate and effective
  • Communicate clearly and articulately with excellent written and verbal skills
  • The ability to remain calm in a fast-paced and sometimes stressful environment, dealing with demanding clients and high call volume
  • Previous experience working in a team environment, influencing stakeholders and customers to achieve results
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.

We are committed to a 100% YOU culture and celebrate diversity, fostering an inclusive environment where everyone can thrive.

For more information, visit

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