Omnichannel Support Specialist (Voice, Email & Social)

KMC Solutions; Quezon City; Hybrid; PHP 279,000 - 391,000; Full time

Job summary

KMC Solutions is hiring an Omnichannel Customer Service Representative to deliver timely support across voice, email, social media, and online communities. The role requires handling both voice and non-voice channels in a hybrid setup at KMC Zeta Tower.

You will manage payments, refunds, and account updates, while providing basic technical troubleshooting and maintaining detailed customer records. Flexibility for rotating shifts and evenings is expected.

Qualifications

• Customer service experience in telecommunications, BPO, or digital care.
• Experience handling both Voice and Non-Voice channels is an advantage.
• Strong verbal and written English communication skills.
• Ability to navigate multiple systems and platforms.

Responsibilities

• Handle customer concerns via inbound/outbound calls, email, social media, and online communities.
• Resolve inquiries at the first point of contact when possible.
• Provide basic to intermediate technical troubleshooting for devices and services.
• Process account requests including payments, refunds, upgrades, downgrades, and cancellations.
• Respond professionally to inquiries and monitor sentiment on social media.
• Escalate complex issues following procedures and document interactions clearly.
• Identify opportunities to recommend products and offers.
• Ensure cases are followed up and closed.

Skills

Customer service

English skills

Active listening

Typing speed

Multi-channel

Tech troubleshooting

Education

High school diploma

Vocational/short-course

Bachelor's degree (any)

Tools

CRM systems

Ticketing systems

MS Office

Social media tools

Job description

KMC Solutions is hiring an Omnichannel Customer Service Representative to deliver timely support across voice, email, social media, and online communities. The role requires handling both voice and non-voice channels in a hybrid setup at KMC Zeta Tower.

You will manage payments, refunds, and account updates, while providing basic technical troubleshooting and maintaining detailed customer records. Flexibility for rotating shifts and evenings is expected.