Phone Support

Metro Manila, Philippines Full-Time Remote 28,000-30,000 PHP / Month Apply now Refer Share: Job Openings Phone Support

Phone Support Job Description: Discover your 100% YOU with MicroSourcing!

Position: Phone Support Location: Metro Manila Work setup & shift: Remote 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.

Core Responsibilities Enterprise

Voice & Chat Support (Primary) Handle inbound phone and live chat enquiries with clarity, confidence, and empathy

Explain processes and decisions without scripts

Maintain control of complex conversations, including escalations Hybrid Operations Execution (Core Utilisation Model) Actively process work during non-call periods, primarily:

Back-office operations (claims administration, triage, manual filing)

Email support

Provide live chat support when required to balance demand

Transition seamlessly between voice, admin, and written channels based on real-time needs Operational Excellence Maintain exceptional accuracy in Zendesk and case records

Follow SOPs, compliance rules, and escalation paths without deviation

Meet or exceed SLAs, QA benchmarks, and productivity expectations across all assigned channels Collaboration & Escalation Escalate complex, sensitive, or out-of-scope cases to the client’s internal Claims and Complaints teams.

The Support

Specialist does not make final decisions on claim outcomes.

Exercise sound judgement on when to resolve vs escalate Qualifications: 3+ years experience in live phone support in a high-trust or regulated environment

Native or near-native English (verbal and written)

Fluency in at least one European language:

German, French, Italian, or Spanish

Demonstrated ability to

Handle complex voice interactions calmly

Execute written work (email/admin) with speed and accuracy

Switch context between tasks without quality loss

Strong reliability record and attendance discipline Candidates who cannot demonstrate consistent excellence in voice delivery and operational execution should not proceed.

Preferred: Experience in insurance, financial services, travel, or enterprise support

Prior exposure to hybrid or utilisation-driven operating models

Comfort working against SLA and QA targets across multiple workflows –-- 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 Apply now Refer Share: Job Openings Phone Support

Phone Support

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