Customer Experience & Escalations Analyst

Discover your 100% YOU with MicroSourcing!

Position: Customer Experience & Escalations Analyst

Work setup: Hybrid | Day Shift

Location: Ortigas, Pasig City

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.

Key Responsibilities:

Complaint Handling & Case Resolution

• Resolve customer complaints, escalations, credit claims, and refund requests

• Investigate order, delivery, and product issues and coordinate resolution with relevant teams

• Communicate updates to stakeholders until closure of cases

• Maintain accurate records in CRM and retailer platforms

Operational Support

• Perform operational support tasks for the customer service team

• Assist with manual/non-integrated order processing and stock-on-hand (SOH) updates when required

• Monitor queues or backlogs and process assigned cases

• Complete administrative tasks related to order and service workflows

Documentation & Process Maintenance

• Create and update SOPs and process documentation

• Maintain documentation accuracy as workflows change

• Identify recurring issues and propose practical improvements

• Help standardise procedures across common service scenarios

Coordination & Reporting

• Liaise with Buying, Service Centre, Logistics, Online team and 3PL partners to resolve cases

• Escalate systemic issues to the eCommerce Manager

• Provide basic reports or summaries on complaints and operational trends when requested

Skills & Experience

• Experience in customer service, operations support, or online retail

• Hands-on handling of complaints, escalations, credits, or refunds

• Experience writing and maintaining SOPs or operational documentation

• Comfortable performing administrative and processing tasks daily

• Ability to follow structured workflows and prioritise assigned cases

• Strong written communication and coordination skills

• Detail-oriented and organized

• Familiarity with CRM platforms (Freshdesk or similar) and intermediate Excel

• Exposure to eCommerce or marketplace operations preferred

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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