Omnichannel Support Specialist — Voice, Email & Social

KMC Solutions; Quezon City; Hybrid; PHP 290,000 - 424,000; Full time

Job summary

KMC Solutions is hiring an Omnichannel Customer Service Representative in a hybrid setup at KMC Zeta Tower. You will deliver timely, accurate support across voice, email, social media, and online communities, switching channels as needed to meet demand.

You will troubleshoot basic tech issues, process account requests, and document interactions while aiming for first-contact resolution and high customer satisfaction.

Qualifications

• Experience in customer service in telecom, BPO, or digital care.
• Experience handling voice and non-voice channels.
• Strong English verbal and written communication skills.
• Customer service excellence with active listening and problem solving.
• Comfortable navigating multiple systems and digital platforms.
• Basic to intermediate technical troubleshooting.

Responsibilities

• Handle customer concerns across voice, email, social media, and online communities.
• Resolve inquiries at first contact when possible.
• Provide basic to intermediate technical troubleshooting for devices and services.
• Process account requests including payments, refunds, upgrades, downgrades, and updates.
• Monitor sentiment, brand mentions, and emerging concerns on social channels.
• Escalate complex issues per procedures and ensure proper follow-up.

Skills

Customer service

English skills

Multichannel support

Typing & docs

Social media handling

Troubleshooting

Education

High School Diploma

Vocational certificate

College undergraduate

Bachelor's degree

Tools

CRM systems

Ticketing systems

Email management

Social media tools

MS Office

Knowledge management

Job description

KMC Solutions is hiring an Omnichannel Customer Service Representative in a hybrid setup at KMC Zeta Tower. You will deliver timely, accurate support across voice, email, social media, and online communities, switching channels as needed to meet demand.

You will troubleshoot basic tech issues, process account requests, and document interactions while aiming for first-contact resolution and high customer satisfaction.