Digital Support Specialist - CSR

ABS-CBN Corporation; Quezon City; On-site; PHP 201,000 - 335,000; Full time

Job summary

ABS-CBN Corporation is seeking a customer service professional to respond to inquiries across email, live chat, social media and messaging platforms. You will provide accurate product information, document interactions, and escalate complex issues when needed.

The role emphasizes professional communication, problem solving, and collaboration, with flexible shifts and a focus on customer satisfaction in a dynamic media environment.

Qualifications

• Senior High school diploma or equivalent.
• Excellent written and verbal communication skills.
• Proficiency in using digital communication platforms, CRM systems and standard office software.
• Strong problem-solving abilities with a customer-centric approach to resolving issues.
• Ability to multitask effectively and manage multiple customer inquiries simultaneously.
• Patience, empathy and a positive attitude when dealing with customers.
• Attention to detail and accuracy in documentation and record-keeping.
• Reliability and punctuality with the ability to work flexible shifts as required.

Responsibilities

• Respond to customer inquiries through digital channels including email, live chat, social media and messaging platforms in a timely and professional manner.
• Provide accurate information about services, products and solutions to resolve customer issues effectively.
• Document customer interactions and maintain detailed records of all communication exchanges in accordance with company guidelines.
• Identify and escalation complex issues to appropriate departments or senior team members when necessary.
• Follow established protocols and procedures whilst maintaining quality standards and customer satisfaction targets.
• Utilize customer relationship management (CRM) systems and digital support tools to manage workflow and track resolution progress.
• Contribute to a positive team environment by collaborating with colleagues and sharing best practices.
• Gather customer feedback and insights to help identify opportunities for service improvement.
• Maintain professional and courteous communication with all customers whilst handling difficult situations with patience and empathy.

Skills

Written communication

Verbal communication

CRM proficiency

Multitasking

Empathy

Documentation

Education

Senior High School Diploma

Tools

CRM systems

Office software

Job description

What you’ll be doing

• Respond to customer inquiries through digital channels including email, live chat, social media and messaging platforms in a timely and professional manner

• Provide accurate information about services, products and solutions to resolve customer issues effectively

• Document customer interactions and maintain detailed records of all communication exchanges in accordance with company guidelines

• Identify and escalation complex issues to appropriate departments or senior team members when necessary

• Follow established protocols and procedures whilst maintaining quality standards and customer satisfaction targets

• Utilize customer relationship management (CRM) systems and digital support tools to manage workflow and track resolution progress

• Contribute to a positive team environment by collaborating with colleagues and sharing best practices

• Gather customer feedback and insights to help identify opportunities for service improvement

• Maintain professional and courteous communication with all customers whilst handling difficult situations with patience and empathy

What we’re looking for

• Senior High school diploma or equivalent as a minimum

• Excellent written and verbal communication skills with the ability to articulate complex information clearly and concisely

• Proficiency in using digital communication platforms, CRM systems and standard office software

• Strong problem-solving abilities with a customer-centric approach to resolving issues

• Ability to multitask effectively and manage multiple customer inquiries simultaneously whilst maintaining high-quality standards

• Patience, empathy and a positive attitude when dealing with customers from diverse backgrounds

• Attention to detail and accuracy in documentation and record-keeping

• Reliability and punctuality with the ability to work flexible shifts as required