Customer Support Consultant

Discover your 100% YOU with MicroSourcing!

Position: Customer Support Consultant

Location: Ortigas, 1880, Ortigas, Pasig City

Work setup & shift: On-site | Shifting Schedule

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.
  
  

What are the key accountabilities, expectations and responsibilities of the role?

• Available across all days, including weekends and holidays
• Work a 24/7 rotating schedule
• Service customers via phones, emails and chats
• Help customers by providing information, answering questions, and assisting with product or service-related issues.
• Works to resolve customer problems and complaints, finding solutions to issues that may arise during the customer's interaction with a product or service.
• Serves as a bridge between the customer and the company, conveying information, policies, and updates effectively.
• Have a deep understanding of the company's products or services, enabling them to provide accurate information and guidance to customers.
• Be responsible for gathering feedback from customers, which can be valuable for improving products, services, and overall customer satisfaction.
• Handle customer conflicts and disputes in a professional and courteous manner is a key responsibility. This may involve de-escalating tense situations and finding fair resolutions.
• Be responsible for documenting customer interactions, including issues raised, solutions provided, and any feedback given.
  
  

What are the key relationships that are relevant to the role?

• The Director of Customer Experience
• AirSupport Team Leader
• Peers in the AirSupport support team
• Customer Support Operations Manager
• The Solutions and Process Manager
• Oneflare Team Leader
• The People Partner
• Specific stakeholders within the business such as product teams
  
  

What are the capabilities required to be successful in the role?

Knowledge

• In-depth understanding of the company's products or
  
  

services.

• Knowledge of service features, specifications, and use
  
  

cases.

• Familiarity with troubleshooting procedures for common
  
  

issues.

• Understanding of customer service best practices and
  
  

etiquette.

• Knowledge of relevant software, tools, and systems used
  
  

for support.

• Know-how to follow company protocols for complaint
  
  

resolution.

Skills

• Excellent verbal and written communication skills.
• Ability to explain complex concepts in a clear and
  
  

understandable manner.

• Active listening skills to understand customer concerns
  
  

and questions.

• Strong analytical and problem-solving abilities.
• Capability to identify and address customer issues
  
  

effectively.

• Aptitude for troubleshooting technical problems.
• Basic to advanced technical skills, depending on the
  
  

nature of the products or services.

• Ability to guide customers through technical processes.
• Efficient time management to handle multiple customer
  
  

inquiries or issues.

• Ability to prioritise tasks based on urgency and
  
  

importance.

Attributes

Empathetic approach towards customers' concerns and

frustrations.

• Patience in dealing with challenging or upset customers.
• Calmness under pressure.
• Advocacy of company values.
• Consistently professional and courteous communication
  
  

with customers.

• Flexibility to adapt to different customer personalities and
  
  

situations.

• Fast learner and desire to stay updated on
  
  

product/service changes.

• Readiness to handle new or unexpected challenges.
• Proactive approach to learning about new products or
  
  

features.

• Willingness to undergo training and stay informed about
  
  

updates.

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