Customer Service Representative - (Voice, Chat & Social Media)

KMC Solutions; Quezon City; Hybrid; PHP 290,000 - 424,000; Full time

Job summary

KMC Solutions is hiring an Omnichannel Customer Service Representative in a hybrid setup at KMC Zeta Tower. You will deliver timely, accurate support across voice, email, social media, and online communities, switching channels as needed to meet demand.

You will troubleshoot basic tech issues, process account requests, and document interactions while aiming for first-contact resolution and high customer satisfaction.

Qualifications

• Experience in customer service in telecom, BPO, or digital care.
• Experience handling voice and non-voice channels.
• Strong English verbal and written communication skills.
• Customer service excellence with active listening and problem solving.
• Comfortable navigating multiple systems and digital platforms.
• Basic to intermediate technical troubleshooting.

Responsibilities

• Handle customer concerns across voice, email, social media, and online communities.
• Resolve inquiries at first contact when possible.
• Provide basic to intermediate technical troubleshooting for devices and services.
• Process account requests including payments, refunds, upgrades, downgrades, and updates.
• Monitor sentiment, brand mentions, and emerging concerns on social channels.
• Escalate complex issues per procedures and ensure proper follow-up.

Skills

Customer service

English skills

Multichannel support

Typing & docs

Social media handling

Troubleshooting

Education

High School Diploma

Vocational certificate

College undergraduate

Bachelor's degree

Tools

CRM systems

Ticketing systems

Email management

Social media tools

MS Office

Knowledge management

Job description

Voice, Email & Social Media Support
- Hybrid Setup | KMC Zeta Tower

About the Role:

We are looking for an Omnichannel Customer Service Representative who can deliver timely, accurate, and professional customer support across multiple channels — including voice, email, social media, and online communities.

You will work in a flexible, queue-based environment where you may transition between voice and non-voice channels depending on customer demand and business requirements.

WHAT YOU'LL DO

• Handle customer concerns through inbound/outbound calls, email, social media, and online community platforms

• Resolve customer inquiries and service concerns at the first point of contact whenever possible

• Provide basic to intermediate technical troubleshooting for mobile, internet, broadband, TV, devices, and account-related concerns

• Process account requests including payments, refunds, upgrades, downgrades, cancellations, and account updates

• Respond professionally to customer inquiries and complaints across digital channels

• Monitor customer sentiment, brand mentions, and emerging concerns on social media

• Moderate and engage with customers through online community platforms

• Escalate complex or critical concerns following established procedures

• Maintain accurate documentation of customer interactions, transactions, and resolutions

• Identify opportunities to recommend relevant products, services, upgrades, and offers

• Ensure customer cases are properly followed up and closed

WHAT WE'RE LOOKING FOR

• High School Graduate, Vocational/Short-Course Graduate, College Undergraduate, or Bachelor's Degree holder

• Customer service experience in telecommunications, BPO/contact center, digital customer care, or a related environment is required

• Experience handling both Voice and Non-Voice customer interactions is an advantage

• Strong verbal and written English communication skills

• Excellent customer service, active listening, probing, and problem-solving skills

• Basic to intermediate technical troubleshooting capability

• Comfortable navigating multiple systems and digital platforms

• Strong typing, documentation, and proofreading skills

• Comfortable handling social media and online community interactions

• Adaptable and willing to move between different customer support channels

TECHNICAL SKILLS

Experience with or willingness to learn:

• CRM and ticketing/case management systems

• Contact center and telephony applications

• Email management systems

• Social media management platforms

• Online community management tools

• Knowledge management systems

• Billing and customer account platforms

• Microsoft Office / Microsoft 365

WORK SETUP & SCHEDULE

Hybrid Setup – KMC Zeta Tower

• Willing to work on rotating shifts

• Willing to work evenings, weekends, and public holidays

• Flexible to support schedule changes or overtime when required

• Willing to transition between Voice, Email, Social Media, and Community channels based on business needs