Customer Service Officer

Discover your 100% YOU with MicroSourcing

Position:
Customer Service Officer

Location:
1880 Bldg, Eastwood, Quezon City

Shift:
Onsite | Dayshift

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:

• Offer support to clients, Customers, and team member enquiries 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:

Non-negotiables

• 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 an often fast-paced and sometimes stressful environment (demanding clients, high call volume), while dealing with them in a professional, polite, and consistent manner
• Previous experience working in a team environment, influencing stakeholders and customers to achieve results

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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%

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*Terms & conditions apply