Discover your 100% YOU with MicroSourcing!
Position: Phone Support
Location: Metro Manila
Work setup & shift: Remote
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.
Core Responsibilities
Enterprise Voice & Chat Support (Primary)
- Handle inbound phone and live chat enquiries with clarity, confidence, and empathy
- Explain processes and decisions without scripts
- Maintain control of complex conversations, including escalations
Hybrid Operations Execution (Core Utilisation Model)
- Actively process work during non-call periods, primarily:
- Back-office operations (claims administration, triage, manual filing)
- Email support
- Provide live chat support when required to balance demand
- Transition seamlessly between voice, admin, and written channels based on real-time needs
Operational Excellence
- Maintain exceptional accuracy in Zendesk and case records
- Follow SOPs, compliance rules, and escalation paths without deviation
- Meet or exceed SLAs, QA benchmarks, and productivity expectations across all assigned channels
Collaboration & Escalation
- Escalate complex, sensitive, or out-of-scope cases to the client's internal Claims and Complaints teams. The Support Specialist does not make final decisions on claim outcomes.
- Exercise sound judgement on when to resolve vs escalate
Qualifications
- 3+ years experience in live phone support in a high-trust or regulated environment
- Native or near-native English (verbal and written)
- Fluency in at least one European language:
- German, French, Italian, or Spanish
- Demonstrated ability to:
- Handle complex voice interactions calmly
- Execute written work (email/admin) with speed and accuracy
- Switch context between tasks without quality loss
- Strong reliability record and attendance discipline
Candidates who cannot demonstrate consistent excellence in voice delivery and operational execution should not proceed.
Preferred
- Experience in insurance, financial services, travel, or enterprise support
- Prior exposure to hybrid or utilisation-driven operating models
- Comfort working against SLA and QA targets across multiple workflows
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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/
