Omnichannel Customer Care Specialist

KMC Solutions; Quezon City; Hybrid; PHP 290,000 - 446,000; Full time

Job summary

KMC Solutions is seeking an Omnichannel Customer Care Specialist to join our client's customer support team in the Philippines. You will handle inquiries across phone, live chat, email, and social platforms, delivering excellent service.

The role requires experience in telecommunications, strong communication, problem-solving, and the ability to adapt across channels. Training onsite with rotating hybrid schedules will be provided.

Qualifications

• Experience in telecommunications (Telco) industry required.
• Customer service experience in telco, contact center, or digital care.
• Experience handling voice and non-voice interactions (calls, chats, emails).
• Strong verbal and written English communication skills.
• Willingness to work rotating shifts and onsite training with hybrid arrangement.

Responsibilities

• Handle inquiries across multiple channels (phone, live chat, email, social).
• Provide accurate information on telecommunications products, services, billing, and tech issues.
• Resolve issues efficiently while maintaining a positive customer experience.
• Manage escalations professionally and identify solutions.
• Document customer interactions clearly and accurately.
• Meet customer service standards, productivity targets, and quality expectations across channels.

Skills

Customer service

Communication

Problem-solving

Analytical thinking

Social media proficiency

Education

Bachelor's degree (any field)

High school diploma

College undergraduate

Vocational certificate

Job description

Omnichannel Customer Care Specialist

Job Overview

We are looking for Omnichannel Customer Care Specialists to join our client's customer support team. In this role, you will provide excellent customer service and support across multiple communication channels, including phone calls, live chats, emails, and digital platforms.

The ideal candidate has previous experience in the telecommunications industry and is comfortable handling both voice and non-voice customer interactions. You should have strong communication, problem-solving, and customer service skills, with the ability to adapt to different customer needs and support channels.

Key Responsibilities

• Handle customer inquiries and concerns through multiple channels, including inbound calls, live chats, emails, and digital platforms.
• Provide accurate information and assistance regarding telecommunications products, services, billing, and technical concerns.
• Resolve customer issues efficiently while ensuring a positive customer experience.
• Manage escalated customer concerns professionally and identify appropriate solutions.
• Assist customers through digital and social media platforms when necessary.
• Maintain clear, accurate, and detailed documentation of customer interactions.
• Meet established customer service standards, productivity targets, and quality expectations across all assigned channels.
• Adapt to changing schedules and operational requirements while maintaining consistent service delivery.

Qualifications and Requirements

• Must have previous experience in the telecommunications (Telco) industry.
• Customer service experience in telecommunications, contact center operations, or digital customer care is required.
• Previous experience handling both voice and non-voice interactions (calls, chats, and emails) is highly preferred.
• Strong verbal and written English communication skills.
• Excellent customer service and relationship management skills.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Comfortable navigating social media platforms and online communities.
• Willingness and ability to handle multiple customer service channels.
• Flexible and willing to work on rotating shifts and shifting schedules.
• Must be willing to report onsite during training and transition to a rotating hybrid arrangement afterward.

Educational Requirements

Applicants may be:

• High school graduates
• Vocational or short-course certificate holders
• College undergraduates
• Bachelor's degree holders in any field
• Rotating hybrid work arrangement after onsite training.
• Opportunity to develop expertise in omnichannel customer service operations.