Customer Specialist - WFM

Discover your 100% YOU with MicroSourcing!

Position: Customer Specialist
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.

Key Responsibilities:

Workforce Management

• Monitor live voice, chat, and email queues; track service levels and adherence in real time.
• Make intraday adjustments (breaks, schedule shifts, channel reallocation) to protect SLAs.
• Escalate volume spikes, staffing gaps, or system issues as they arise.
• Support demand forecasting and staffing plans across all channels.
• Report on real-time and historical performance; flag causes of SLA or staffing variances.
• Recommend staffing, scheduling, and process improvements to leadership and operations.

Qualifications:

What you will bring

• 1–2 years’ experience handling customer queries online, ideally in a call-center environment.
• Fluency in English (verbal and written).
• Workforce Management experience is a must
• Ability to handle customer inquiries across multiple channels.
• Excellent verbal and written communication skills.
• Proven ability to identify problems and raise them for a solution.
• Strong attention to detail and accuracy when reviewing information, documents, and claims.
• Ability to follow policies, procedures, and guidelines when handling claims and customer requests.

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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