Discover your 100% YOU with MicroSourcing!
Position: Customer Service Advisor
Location: SM CDO, Cagayan De Oro City
Work setup & shift: Onsite | Shifting Schedule
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
Customer Service Advisor, you will:
- Manage a high volume of inbound and outbound interactions across voice, email, and live chat channels.
- Resolve customer inquiries and complaints by applying problem-solving skills and adhering to company policies.
- Maintain accurate records of all customer touchpoints within the CRM or ticketing system to ensure data integrity.
- Stay current with frequent product updates, process changes, and client-specific requirements to provide accurate information.
- Escalate complex technical or sensitive issues to the appropriate department following established protocols.
What You Need
Non-negotiables
- Minimum 6 months to 1 year of experience in a BPO or contact center environment.
- Proven ability to handle multi-channel support, including voice, email, and/or chat.
- Excellent English communication skills, with high proficiency in both verbal and written correspondence.
- Flexibility to work in shifting schedules, including night shifts, weekends, and holidays.
- Strong multitasking ability, with the skill to navigate multiple software systems and tools simultaneously.
Preferred Skills/expertise
- Prior experience handling difficult or irate customers with a focus on empathy and professional de-escalation.
- Consistent track record of meeting or exceeding Key Performance Indicators (KPIs) such as AHT, CSAT, and Quality Scores.
- Familiarity with common CRM platforms (e.g., Zendesk, Salesforce) and ticketing workflows.
- Ability to work effectively under pressure while maintaining a high attention to detail and accuracy.
- Strong team-player mindset with a commitment to personal accountability and shared team goals.
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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%!
For more information, visit https://www.microsourcing.com/
