Multi-Channel Customer Support & Solutions Specialist

one.com; Cebu City; Sur place; PHP 180 000 - 300 000; Plein temps

Résumé du poste

one.com is seeking motivated, customer-focused individuals to join our team in Cebu City, Philippines. You will handle inbound and outbound customer interactions via calls, chats, and emails, addressing billing, domain, email, hosting, and website queries with professionalism and empathy.

You will troubleshoot technical issues, coordinate with SMEs and other departments for escalations, and relay customer feedback to improve products and services.

Qualifications

• High school diploma or equivalent education.
• Strong English communication skills (written and spoken).
• Basic computer literacy and familiarity with internet-related tools.
• A team-oriented mindset and a pro-active attitude.
• You’re efficient and can quickly adapt to new situations.
• A natural problem-solver with empathy and professionalism.

Responsabilités

• Handle inbound and outbound customer interactions via calls, chats, and emails.
• Respond to billing, domain, email, hosting, and website-related queries with professionalism, empathy, and efficiency.
• Troubleshoot technical issues and provide effective, timely solutions.
• Manage escalations by coordinating with SMEs, Team Leads, and other departments, ensuring prompt follow-ups.
• Collect and relay customer feedback on products, services, and support experience.
• Attend and participate in trainings, e-learning, and team sessions; assist in coaching if assigned.
• Maintain high customer satisfaction (NPS), chat efficiency, and contact resolution rates.
• Collaborate with internal teams and stay updated on company policies, products, and services.
• Recommend and upsell relevant products and services when appropriate.

Connaissances

Customer service

English proficiency

Problem solving

Adaptability

Teamwork

Proactivity

Formation

High school diploma

Description du poste

one.com is seeking motivated, customer-focused individuals to join our team in Cebu City, Philippines. You will handle inbound and outbound customer interactions via calls, chats, and emails, addressing billing, domain, email, hosting, and website queries with professionalism and empathy.

You will troubleshoot technical issues, coordinate with SMEs and other departments for escalations, and relay customer feedback to improve products and services.