Customer Experience Specialist - Multichannel Support

St Mark's College; Mandaluyong; Sur place; PHP 240 000 - 360 000; Plein temps

Résumé du poste

St Mark's College in Mandaluyong is seeking a customer service specialist to manage a high volume of inbound and outbound calls and provide professional multi-channel support to students and stakeholders.

You will document interactions in the CRM, escalate complex cases, and generate regular reports to track volumes, case status, and KPIs while ensuring timely follow-ups and accurate data.

Responsabilités

• Handle a high volume of inbound and outbound calls, professionally managing customer inquiries, requests, follow-ups, and issue resolution in line with defined service levels.
• Provide customer support across multiple channels, including phone (primary channel), email, chat, and ticketing systems, ensuring accurate responses, proper documentation, and timely escalation of complex cases.
• Accurately document all call interactions, outcomes, and next steps in the designated CRM and support systems, maintaining complete and reliable records.
• Update customer and case information promptly based on verified details gathered during calls or written interactions.
• Execute administrative and operational tasks assigned, including call-related follow-ups, data validation, and process-driven activities, in accordance with agreed workflows and quality standards.
• Adhere strictly to call handling guidelines, escalation protocols, and communication standards to ensure a consistent and professional customer experience.
• Prepare and submit regular operational reports as required, summarizing call volumes, case status, follow-ups, and key performance indicators.

Description du poste

St Mark's College in Mandaluyong is seeking a customer service specialist to manage a high volume of inbound and outbound calls and provide professional multi-channel support to students and stakeholders.

You will document interactions in the CRM, escalate complex cases, and generate regular reports to track volumes, case status, and KPIs while ensuring timely follow-ups and accurate data.