Customer Service Representative

Discover your 100% YOU with MicroSourcing!

Position: Customer Service Representative

Work setup: Night shift | Onsite
Location: Eastwood, Quezon 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.

Job Summary

The Customer Service Representative role ensures exceptional service delivery and operational efficiency. The position involves a balanced combination of customer support responsibilities and administrative functions, requiring individuals to perform tasks efficiently while fostering a positive client experience. A team player with a strong work ethic and a commitment to excellence is essential for this role.

Key Responsibilities

Customer Service

Respond promptly to customer inquiries through various channels (email, SMS, inbound and outbound phone calls).

Provide accurate information about products, services, and company policies.

Address and resolve customer inquiries and complaints or escalate them when necessary.

Maintain accurate and up-to-date records of customer interactions and transactions.

Collaborate with team members to ensure consistent and high-quality service delivery.

Business Administration

Manage schedules, calendars, and appointments for internal teams or management.

Organize and maintain reports, records, and essential documents.

Support team coordination by managing administrative logistics/tasks.

Assist with basic project management tasks, event planning, and other business-related needs.

Demonstrate commitment to completing tasks on time, accurately, and to a high standard.

Job Levels and Requirements

Intermediate ( 1 year and 7 mos. – 2 years and 9 mos. Years of Experience with Managerial Exposure)

Responsibilities:

Independently handle complex customer service cases and manage escalations.

Oversee administrative workflows and contribute to team coordination.

Supervise and mentor entry-level team members to ensure they meet performance standards.

Participate in process improvement initiatives to enhance operational efficiency and customer experience.

Work collaboratively with team members while demonstrating strong commitment and accountability.

Qualifications:

1 yr and 7 mos. – 2 years and 9 mos. years of experience in customer service or business administration, with exposure to managerial or leadership responsibilities.

Proficiency in CRM platforms like Salesforce, Stripe, and Zoom.

Proven ability to manage multiple responsibilities in a fast-paced environment.

Strong problem-solving and decision-making skills.

Excellent verbal and written communication skills.

A team player with a proactive attitude and strong work ethic.

Senior (3+ Years of Experience with Managerial Responsibilities) Responsibilities:

Lead and manage customer service and business administration teams.

Develop and implement strategies to improve customer satisfaction and team performance.

Resolve high-level escalations and manage complex operational challenges.

Oversee reporting, analysis, and presentation of performance metrics to senior management.

Mentor and guide team members across all levels, fostering a collaborative and high-performing culture.

Uphold and promote commitment to excellence and strong work ethic across the team.

Qualifications:

3+ years of relevant experience, with at least 1–2 years in a managerial role.

Expertise in CRM platforms and advanced business administration processes.

Demonstrated leadership and organizational skills with a proven track record of managing teams or projects.

Analytical mindset with the ability to identify and implement process optimizations.

Excellent verbal and written communication skills.

A team player with strong leadership qualities, work ethic, and a sense of accountability.

Skills and Competencies (All Levels)

Strong communication and interpersonal skills, with excellent verbal and written communication abilities.

Excellent time management and multitasking abilities.

High attention to detail and accuracy in customer service and administrative tasks.

Adaptability and problem-solving skills in dynamic environments.

A team player with a collaborative mindset.

Strong work ethic and a commitment to delivering high-quality outcomes.

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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