Discover your 100% YOU with MicroSourcing!

Position: Senior Support 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.

Position Summary

The Senior Support Consultant is an experienced individual contributor responsible for handling more complex customer interactions while supporting the Team Lead with daily operational activities. The role also serves as leave coverage for Team Leads when required and provides coaching and mentorship to junior team members.

Key Responsibilities

• Handle complex customer enquiries and escalations.
• Maintain high-quality customer interactions across all support channels.
• Provide guidance and mentoring to junior consultants.
• Support quality improvement initiatives and knowledge sharing.
• Assist with onboarding and coaching activities.
• Act as Team Lead backup during planned or unplanned absences.
• Help monitor queues, workload distribution, and SLA adherence.
• Escalate operational risks or customer concerns appropriately.
• Contribute to process improvement initiatives.
• Continue achieving individual productivity, quality, and attendance targets.

Qualifications

• Proven strong performance and consistent KPI achievement.
• Advanced customer service and problem-solving skills.
• Strong communication and coaching abilities.
• Ability to prioritize workload and make sound operational decisions.
• Demonstrated leadership potential.

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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