Senior Support Specialist

Discover your 100% YOU with MicroSourcing!

Position: Senior Support Specialist
Location: Harton Corporate Center, Paranaque
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.

About the Role

This role sits within a structured, SLA-driven Customer Support Hub delivering multi-channel service and operational execution across phone, chat, email, and back-office workflows.

This is not a script-based or volume contact centre role. You are expected to understand policy, apply judgement, and manage complex customer interactions with composure and clarity.

You will own customer cases across channels while maintaining full utilisation through structured administrative execution during non-live periods. Performance is measured across quality, SLA adherence, documentation accuracy, and operational productivity.

Only candidates with demonstrated excellence in multi-channel support environments will be considered.

Key Responsibilities

Multi-Channel Customer Ownership

Manage inbound phone, live chat, and email enquiries from first contact through resolution

or structured escalation

Apply policy confidently and explain decisions clearly without reliance on scripts

Maintain control of complex or emotionally charged conversations

Ensure consistent service quality across all communication channels

Hybrid Operations Execution

Process back-office work including claims administration, triage, and manual case filing

Maintain audit-ready documentation in our ticketing system and associated systems

Balance live customer demand with structured administrative throughput

Identify and flag process gaps, documentation risks, or compliance concerns

Qualifications:

3+ years experience in a multi-channel customer support environment with measurable SLA targets

Demonstrated experience handling complex or sensitive cases independently

Proven ability to switch between phone, chat, email, and administrative tasks without quality loss

Strong written communication and documentation capability

Experience operating within regulated, compliance-driven, or policy-based environments

**Candidates who rely heavily on scripts, struggle with structured written communication, or require close supervision in policy interpretation will not proceed.**

Preferred:

Experience in insurance, fintech, travel, or regulated environments

Familiarity with Zendesk or similar case management tools

Exposure to SLA-driven operational environments

Additional language proficiency beyond English is highly regarded and may be utilised to support regional customer demand.

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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