Multi-Channel Customer Support Specialist

Collaw; Mandaluyong; On-site; PHP 223,000 - 357,000; Full time

Job summary

Collaw in Metro Manila is seeking a customer support specialist to handle a high volume of inbound and outbound calls, delivering professional service across channels. You will document interactions in the CRM, escalate complex cases, and contribute to regular operational reports.

The role emphasizes accuracy, timely follow-ups, and adherence to quality standards. Strong communication and multitasking are essential; experience with ticketing systems is a plus.

Responsibilities

• 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.

Job description

Collaw in Metro Manila is seeking a customer support specialist to handle a high volume of inbound and outbound calls, delivering professional service across channels. You will document interactions in the CRM, escalate complex cases, and contribute to regular operational reports.

The role emphasizes accuracy, timely follow-ups, and adherence to quality standards. Strong communication and multitasking are essential; experience with ticketing systems is a plus.