Discover your 100% YOU with MicroSourcing!

Position: Customer Success (Service) Associate

Location: Mall of Asia Complex, Pasay City

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.

Role Responsibilities

Knowledge, Support and Operations

Supporting out-of-hours, day to day engagement with customer base via phone, and email, covering:

Technical support ranging from hardware and so􀅌ware support to account configuration and management
Escalations between operational functions such as the Risk and Compliance teams, and Finance Operations
Internal support to other Customer Success Team members to help resolve issues quickly for customers
Becoming the subject matter expert and establishing the function’s centre of excellence for product usage and support knowledge
Hardware fulfilment handling and supply chain support
Ship hand over to enable seamless support of customers
Escalation of urgent / priority cases on shore during out-of-hours operations

Product and service defect escalations to Engineering
Product improvement advice and feature request feedback across:

Functionality
CX / UX
Public Web and Funnel leakage identification
Continuous improvement of support operating model design and implementation from systems, data, process to people

Qualifications

Financial industry experience is required
Passionate about customer experience and problem solving
Ability to work autonomously yet collaboratively
Be able to continually balance speed, perfection, functionality, cost and customer experience
Be an active participant in improving products, services and customer experience

About MicroSourcing

Our commitment to 100% YOU

Terms & conditions apply

Customer Success (Service) Associate

Customer Success (Service) Associate

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