Multichannel Support Specialist

CSEA; Mandaluyong; In loco; PHP 268.000 - 469.000; Tempo pieno

Descrizione del lavoro

CSEA in the Philippines is seeking a Customer Support Specialist to handle a high volume of inquiries via phone, email, chat and ticketing systems, delivering timely and accurate responses within defined service levels.

You will document all interactions in the CRM, update case information, escalate complex issues when needed, and contribute to regular operational reports that summarize volumes, statuses, and key performance indicators.

Competenze

• Experience in customer support, preferably in a call center or service desk.
• Proficient in handling multiple channels (phone, email, chat, ticketing).

Mansioni

• Handle a high volume of inbound and outbound calls, resolving inquiries and issues within service levels.
• Provide customer support across multiple channels, ensuring accurate responses and timely escalation of complex cases.
• Accurately document all call interactions and outcomes in the CRM, maintain complete records.
• Update customer and case information promptly based on verified details gathered during interactions.
• Execute administrative tasks, including follow-ups, data validation, and process-driven activities.
• Adhere to call handling guidelines, escalation protocols, and communication standards.
• Prepare and submit regular operational reports summarizing call volumes, case status, and KPIs.

Conoscenze

Customer service

Multichannel support

Communication

Strumenti

CRM system

Descrizione del lavoro

CSEA in the Philippines is seeking a Customer Support Specialist to handle a high volume of inquiries via phone, email, chat and ticketing systems, delivering timely and accurate responses within defined service levels.

You will document all interactions in the CRM, update case information, escalate complex issues when needed, and contribute to regular operational reports that summarize volumes, statuses, and key performance indicators.