Telco Multichannel Support Specialist (Hybrid)

KMC Solutions; Quezon City; Hybrid; PHP 268,000 - 402,000; Full time

Job summary

KMC Solutions is seeking a Customer Support Specialist for our Telco account. You will assist customers via Voice, Email, Chat, and Social Media, handling billing, technical questions, and account concerns with a focus on service quality.

Hybrid setup at KMC Zeta Tower with rotating shifts; strong English communication and telco/BPO experience required; familiarity with CRM and ticketing tools is essential.

Qualifications

• Telco account experience is required.
• BPO or contact center experience is required.
• Experience handling Voice, Chat and Email is required.
• Strong verbal and written English communication.
• Good customer handling and problem-solving skills.
• Comfortable with CRM, ticketing, and other support tools.
• Willing to work rotating shifts and hybrid setup.
• Willing to work on holidays when needed.

Responsibilities

• Handle inquiries through Voice, Chat, and Email.
• Assist with telecom services, billing, and account concerns.
• Resolve billing, payment, refund, upgrade, downgrade, and cancellation requests.
• Provide basic technical troubleshooting and step-by-step guidance.
• Manage customer concerns across multiple channels.
• Document interactions and update cases accurately.
• Escalate complex issues to appropriate teams when needed.

Skills

Telco account experience

Voice/Chat/Email support

English communication

CRM & ticketing tools

Problem-solving

Tools

CRM systems

Ticketing tools

Contact center apps

Email management

Social media tools

Knowledge base

Billing platforms

MS Office 365

Job description

KMC Solutions is seeking a Customer Support Specialist for our Telco account. You will assist customers via Voice, Email, Chat, and Social Media, handling billing, technical questions, and account concerns with a focus on service quality.

Hybrid setup at KMC Zeta Tower with rotating shifts; strong English communication and telco/BPO experience required; familiarity with CRM and ticketing tools is essential.