About the job Customer Operations Support Agent
Discover your 100% YOU with MicroSourcing!
Position: Customer Operations Support Agent
Location: Eastwood, Libis, Quezon City
Work setup & shift: Hybrid | 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.
Your Role:
As a Customer Operations Support Agent, you will:
- Customer & Vehicle Record Maintenance: Process address, vehicle registration, insurance updates, and account amendments received via the Oly Amendments iQueue and Hello inbox, verifying all required documentation prior to entry.
- Lease Budget Variations: Execute budget adjustment requests in Comet following standard work instructions and approval thresholds, referring non-standard or incomplete files for review.
- Claims Processing & Verification: Review and process manual expense and EV charging claims; distribute EV claim forms, validate receipts, request missing information, and escalate claims exceeding delegated authority limits.
- Routine Customer Support & Education: Resolve common user inquiries via approved email templates regarding the Oly mobile app (setup and troubleshooting), the Oly One Card, salary deduction timing, and fund availability schedules.
- Statement Generation & KYC Administration: Generate branded account statements and handle incoming EML Know Your Customer (KYC) compliance requests using standardized verification templates.
- Queue Management & Escalation: Manage daily tasks against agreed Service Level Agreements (SLAs), log detailed customer interaction notes, adhere to data privacy standards, and escalate exceptions with complete audit trails.
What You Need:
Non-negotiables
- Customer Operations / BPO Experience: Proven experience in customer service, transactional processing, or back-office administration within a BPO or shared-services environment
- Process Adherence & Exception Handling: Demonstrated ability to follow strict standard operating procedures (SOPs), recognize process exceptions, and escalate issues through delegated authority matrices.
- Written Communication Skills: Excellent business English writing skills to deliver clear, professional, and templated customer communications.
- Data Accuracy & Verification: Strong attention to detail when validating claim receipts, vehicle registration details, and customer identity documents.
- Data Privacy & Security Compliance: Proven track record of handling sensitive personal and financial information in compliance with privacy guidelines and identity verification protocols.
Preferred skills/expertise
- Prior experience supporting novated leasing, salary packaging, fleet management, or consumer vehicle finance.
- Hands-on experience working with specialized leasing/fleet software (such as Comet) or ticketing queues (iQueue).
- Familiarity with card payment operations, digital expense claims, or Know Your Customer (KYC) regulatory verifications (e.g., EML platforms).
- Proficiency in Microsoft Office 365 (Outlook, Excel, Word).
-
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