Customer Service Representative

3 days ago

Eastwood Metro Manila, Philippines MicroSourcing Full time ₱250,000 - ₱500,000 per year

Discover your 100% YOU with MicroSourcing

Position: Customer Service Representative / Processing Coordinator

Location: 1880 Eastwood, Quezon 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 team that celebrates diversity and fosters an inclusive culture.

Your role:

As a CSR - Processing Coordinator, you will:

  • Queue Execution
  • Process items in the Processor Task Queue and action Aged
  • Follow-ups within defined SLAs and priorities.
  • Reach out to homeowners via Outbound Calls, SMS, and email.
  • Take on the added dockets in the queue as they are received.
  • Data Integrity: Update records, notes, and dispositions in the CRM (e.g., Salesforce) with 100% traceability and proper audit trails.
  • Quality & Compliance: Meet or exceed QA accuracy targets; follow PH data‑privacy and client security policies (PII handling, access controls, clean desk/clear screen).
  • Cross‑Team Collaboration: Coordinate with ACs/ICs and TLs on blockers, edge cases, and escalations; post clarifications in the pr‑support‑escalation channel for visibility.
  • Documentation: Maintain up‑to‑date SOPs, checklists, and quick‑reference guides; contribute to playbook improvements.
  • Continuous Improvement: Flag recurring defects/root causes; propose fixes (SOP, forms, automation, validation rules).

What You Need:

Non-negotiables

  • 1–2+ years in back‑office processing/operations (BPO or shared services preferred)
  • CRM experience (Salesforce or equivalent); confident with queues, tasks, and case notes
  • Google Sheets/Excel: filters, pivot tables, basic formulas (VLOOKUP/XLOOKUP, IF, COUNTIFS)
  • Strong written English; concise documentation and clear handoffs
  • High attention to detail; comfortable with repetitive, accurate work
  • Willingness to work US business hours and occasional OT when volumes spike

Preferred Skills

  • Experience in financial services, lending, or insurance ops
  • Familiarity with ticketing/work‑mgmt tools (e.g., Asana, Jira, TaskRay)
  • Basic QA or audit exposure; root‑cause and defect taxonomy

  • Process mapping ) or SOP writing background

  • 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

Terms & conditions apply

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