Customer Service Representative

Discover your 100% YOU with MicroSourcing!

Position: Customer Service Representative

Location: Metro Manila

Work setup & shift: Remote | Day Shift

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.

Role Overview:
This role will focus on delivering exceptional customer service across our Australian, UK and US markets. The successful candidate will manage customer enquiries across email, Instagram and TikTok, ensuring every interaction is handled promptly, accurately and in line with Gem’s tone of voice. They will also identify recurring feedback, resolve routine enquiries and escalate more complex product, retailer or fulfilment matters to the relevant internal teams. The ideal candidate is highly organised, communicative and passionate about creating positive customer experiences.

Key Responsibilities:

• Customer Service - Email: Monitor and manage customer service email inboxes across Australia, the UK and the USA each business day. Respond to enquiries within 24 business hours using an accurate, helpful and on-brand tone, resolve routine queries efficiently, and escalate product, retailer or fulfilment issues to the relevant internal team when required.
• Customer Service - Social DMs: Monitor and respond to customer service enquiries received via Instagram and TikTok DMs across Australia, the UK and the USA each business day. Respond within 24 business hours, provide accurate and on-brand support, identify recurring customer feedback or issues, and escalate sensitive or complex matters promptly.
• Review Generation Programs: Source and manage individuals for sending products in exchange for reviews on our website and our retailers websites.
• Consumer Studies: Support the brand team through consumer study initiatives, including recruiting participants, managing communications, and collating feedback.
• Database & Reporting: Maintain accurate records and saving files of influencer contracts, content, campaigns, and results for reporting purposes.
• Collaboration: Work closely with the marketing team to ensure influencer campaigns and consumer studies align with overall brand objectives.

Requirements:

• Experience in influencer marketing or consumer engagement.
• Excellent written and verbal communication skills with strong attention to detail.
• Experience managing customer service enquiries across email and social media platforms, with the ability to communicate clearly, professionally and in line with brand tone of voice.
• Ability to manage multiple projects and meet deadlines in a fast-paced environment.
• Comfortable using spreadsheets, email outreach and google suite.
• Self-motivated and proactive, able to work independently in a remote setup.
• Knowledge of beauty, lifestyle, or consumer products is a plus.

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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/

*Terms & conditions apply