Customer Service Representative

Discover your 100% YOU with MicroSourcing!

Position: Customer Experience Representative
Location: SM CDO, Cagayan De Oro City
Work setup & shift: Onsite | 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.

Your Role:

As a Customer Experience Representative, you will:

• Provide dedicated support to corporate stores and associates regarding product availability and order status.
• Partner with vendor consultants to research and suggest suitable substitutions for unavailable or backordered products.
• Coordinate with internal departments, including optical labs and distribution centers, to track shipment progress.
• Negotiate "win-win" resolutions for store issues while maintaining professional composure under high-pressure situations.
• Participate in cross-departmental projects aimed at improving supply chain communication and customer satisfaction.

What You Need:

Non-negotiables

• Minimum 2 years of experience in a customer service environment; call center experience is highly preferred.
• High School diploma required (College or University degree preferred).
• Typing speed of at least 50 wpm with high accuracy.
• Excellent verbal and written communication skills, including proper grammar and professional telephone etiquette.
• Ability to work a rotating schedule that includes extended business hours and weekends.

Preferred skills/expertise

• Basic knowledge of optics (lens types, frames, or eyewear terminology) is highly beneficial.
• Proficiency in the Microsoft Office environment and general computer multitasking.
• Proven ability to practice active listening and demonstrate genuine empathy toward store associates and customers.
• Experience in conflict de-escalation and knowing exactly when to transition an issue to management.