Multi-Channel Customer Support Specialist

MMSU Global Association, Inc.; Mandaluyong; On-site; PHP 223,000 - 290,000; Full time

Job summary

MMSU Global Association, Inc. is seeking a dedicated customer support specialist in Metro Manila to manage a high volume of calls and inquiries while maintaining service levels across channels. You will handle inquiries, requests, follow-ups and issue resolution with professionalism.

You will document all interactions in the CRM, escalate complex cases when needed, and contribute to timely follow-ups and data quality. Regular operational reporting is part of the role to monitor performance.

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

MMSU Global Association, Inc. is seeking a dedicated customer support specialist in Metro Manila to manage a high volume of calls and inquiries while maintaining service levels across channels. You will handle inquiries, requests, follow-ups and issue resolution with professionalism.

You will document all interactions in the CRM, escalate complex cases when needed, and contribute to timely follow-ups and data quality. Regular operational reporting is part of the role to monitor performance.