Customer Experience Specialist - Multi-Channel Support

Cagayan State University; Mandaluyong; On-site; PHP 201,000 - 357,000; Full time

Job summary

Cagayan State University is seeking a dedicated Customer Support Associate to handle a high volume of inquiries and deliver professional service across channels. You will document interactions in the CRM, escalate complex cases, and contribute to process improvements and KPI reporting.

Ideal candidates excel in clear communication, data accuracy, and adherence to guidelines, delivering consistent customer experiences while supporting ongoing operational tasks and reports.

Qualifications

• Handle high volume inbound and outbound calls with professionalism.
• Provide support via phone, email, chat, and ticketing systems.
• Document interactions in CRM accurately and maintain reliable records.
• Escalate complex cases in a timely manner per guidelines.
• Prepare regular operational reports on volumes, status, follow-ups and KPIs.

Responsibilities

• Handle a high volume of inbound/outbound calls professionally.
• Provide multi-channel customer support (phone, email, chat, ticketing).
• Document all interactions and outcomes in CRM with accuracy.
• Update case information based on verified details.
• Follow escalation protocols and quality standards.
• Prepare and submit operational reports and KPIs.

Skills

Customer service

Call handling

Multichannel support

CRM documentation

Data accuracy

Job description

Cagayan State University is seeking a dedicated Customer Support Associate to handle a high volume of inquiries and deliver professional service across channels. You will document interactions in the CRM, escalate complex cases, and contribute to process improvements and KPI reporting.

Ideal candidates excel in clear communication, data accuracy, and adherence to guidelines, delivering consistent customer experiences while supporting ongoing operational tasks and reports.