Customer Support & Bookings Agent (Intermediate)

Discover your 100% YOU with MicroSourcing!

Position: Customer Support & Bookings Agent (Intermediate)

Location: SM CDO Downtown

Work setup & shift: Onsite | Day.Midshift (Please note that this role is on a rotating 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.

Your Role:

• Answer inbound phone calls for Frankie B's (Food House + Brunch House)Answer inbound phone calls for Frankie B's (Food House + Brunch House)
• Manage shared inbox inbound emails (customer enquiries, bookings, policies, follow-ups)
• Reply to emails using approved templates + brand tone
• Manage bookings in Now Book It (NBI) and internal rules
• Handle set menu + birthday/anniversary package enquiries via phone or email
• Take $29 Lunch Pre-Order bookings and explain cut-offs/policies
• Process deposit questions (amounts, refund windows, reschedule rules)
• Confirm, modify, or cancel reservations per policy
• Respond to missed-call callbacks + email follow-ups within SLA
• Basic customer troubleshooting (parking, accessibility, dietary info, trading hours)
• Escalate complex cases to Venue Manager / Admin Lead
• Log call + email reasons/outcomes in tracking sheet/CRM
• Maintain polite, brand-aligned communication across both channels

What You Need:

Non-negotiables

• 1-2 years of customer service experience in hospitality, food & beverage, or customer support
• Experience handling reservations or bookings
• Strong Verbal and Written Communication skills
• High attention to details

Preferred skills/expertise:

• Experience using Now Book It (NBI) or similar hospitality booking platforms
• Previous experience in restaurant or hospitality administration
• Experience handling set menus, group bookings, or special occasion packages (birthdays, anniversaries, events)]Experience processing or explaining deposits, pre-orders, and refund policies

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