Discover your 100% YOU with MicroSourcing!
Position: Customer Service Officer
Location: Eastwood, Libis, Quezon 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 Officer, you will:
- Respond to customer and Commission Agent inquiries across phone, email, digital portals, social media, and ticketing systems.
- Troubleshoot and resolve account issues, card inquiries, and service feedback within target timeframes.
- Track, log, and analyze common feedback themes and escalations to report operational insights to stakeholders.
- Build trust and rapport with customers using open, clear, and proactive communication.
- Maintain accurate records of customer interactions, account updates, and documentation.
- De-escalate complaints promptly by providing appropriate solutions, alternatives, and follow-ups.
- Participate in team reviews to monitor priorities, task progress, and service volume trends.
What You Need
Non-negotiables
- 2+ Years Experience: Minimum of 2 years of proven background in customer service and administrative support.
- Multi-Channel Support: Demonstrated experience handling queries across phone, email, ticketing systems, and social media platforms.
- Escalation & Detail Management: Strong organizational skills with the ability to prioritize tasks and escalate complex issues effectively.
- Communication Skills: Clear, articulate written and verbal communication tailored to diverse stakeholders.
- Composure Under Pressure: Ability to remain calm, professional, and consistent in a fast-paced, high-volume environment.
Preferred Skills/expertise
- Prior experience working within the retail petroleum, fuel card, or franchise retail sectors.
- Background in analyzing ticketing metrics to identify recurring customer friction points.
- Experience communicating directly with franchise partners, Commission Agents, or corporate accounts.
- Familiarity with social media community management and customer sentiment monitoring.
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/
