Discover your 100% YOU with MicroSourcing!
Position: Customer Service Representative
Work setup: Mid shift | Hybrid
Location: Ortigas, Pasig City
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.
Position Summary
The Customer Service Representative plays a critical role in delivering exceptional customer experiences by resolving inquiries, managing escalations, and providing product support across phone, chat, and email channels. This position requires strong communication skills, sound judgment, and the ability to navigate complex customer situations with professionalism and empathy. As a frontline representative of Backyard Discovery, the Customer Advocate ensures that every interaction reflects our commitment to quality, innovation, and customer satisfaction. This role supports both customers and internal teams to maintain operational excellence and protect the brand experience. This position will focus on the UK and Australia markets primarily, but there could be some time spent on US and Canada markets.
Essential Functions
- Provide timely and accurate information regarding customer issues, orders, and product knowledge requests
- Manage inquiries received through our vendor portals which could include product questions, cancellation requests, delivery status inquiries and escalations. These portals require responses within specified time frames.
- Maintain required phone queue login time (e.g., 7.5 hours/day for full-time roles)
- Respond to calls, chats, and emails using professional etiquette
- Process orders/changes/returns per policy
- Manage escalations and complex accounts
- Provide product guidance including assembly support
- Handle confidential and non-routine information appropriately
Other Responsibilities As Requested
- Assist with special projects
- Facilitate internal communication
- Perform additional duties as assigned
Qualifications
Education: High School Diploma preferred/required
Experience: Customer service or call center experience preferred
Technical Skills: Word, Excel, Outlook proficiency
Preferred Skills & Competencies
- Customer Focus
- Problem Solving
- Time Management
- Communication Skills
- Attention to Detail
- Teamwork Orientation
- Bilingual: Preferred (if applicable)
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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/
