Multichannel Customer Support Specialist

FEU; Mandaluyong; Vor Ort; PHP 335.000 - 469.000; Vollzeit

Zusammenfassung

FEU is seeking a customer support specialist in Mandaluyong to handle high-volume calls and multi-channel inquiries. You will document interactions, escalate complex issues, and maintain accurate records in CRM systems.

Ideal candidates will follow call handling guidelines and contribute to regular operational reporting, ensuring quality service and timely follow-ups according to defined SLAs.

Aufgaben

• 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, email, chat, and ticketing systems, ensuring accurate responses and timely escalation of complex cases.
• Accurately document all call interactions, outcomes, and next steps in the 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 workflows and quality standards.
• Adhere to call handling guidelines, escalation protocols, and communication standards to ensure a consistent and professional customer experience.
• Prepare and submit regular operational reports summarizing call volumes, case status, follow-ups, and KPIs.

Jobbeschreibung

FEU is seeking a customer support specialist in Mandaluyong to handle high-volume calls and multi-channel inquiries. You will document interactions, escalate complex issues, and maintain accurate records in CRM systems.

Ideal candidates will follow call handling guidelines and contribute to regular operational reporting, ensuring quality service and timely follow-ups according to defined SLAs.