Customer Service Representative - (Voice, Chat & Social Media)

Make your next big career move by applying as KMC Solutions' next Omnichannel Customer Service Representative! Voice, Email & Social Media Support- Hybrid Setup | KMC Zeta Tower

About the Role: We are looking for an Omnichannel Customer Service Representative who can deliver timely, accurate, and professional customer support across multiple channels — including voice, email, social media, and online communities. You will work in a flexible, queue-based environment where you may transition between voice and non-voice channels depending on customer demand and business requirements.

WHAT YOU'LL DO

• Handle customer concerns through inbound/outbound calls, email, social media, and online community platforms
• Resolve customer inquiries and service concerns at the first point of contact whenever possible
• Provide basic to intermediate technical troubleshooting for mobile, internet, broadband, TV, devices, and account-related concerns
• Process account requests including payments, refunds, upgrades, downgrades, cancellations, and account updates
• Respond professionally to customer inquiries and complaints across digital channels
• Monitor customer sentiment, brand mentions, and emerging concerns on social media
• Moderate and engage with customers through online community platforms
• Escalate complex or critical concerns following established procedures
• Maintain accurate documentation of customer interactions, transactions, and resolutions
• Identify opportunities to recommend relevant products, services, upgrades, and offers
• Ensure customer cases are properly followed up and closed
• WHAT WE'RE LOOKING FORHigh School Graduate, Vocational/Short-Course Graduate, College Undergraduate, or Bachelor's Degree holder
• Customer service experience in telecommunications, BPO/contact center, digital customer care, or a related environment is required
• Experience handling both Voice and Non-Voice customer interactions is an advantage
• Strong verbal and written English communication skills
• Excellent customer service, active listening, probing, and problem-solving skills
• Basic to intermediate technical troubleshooting capability
• Comfortable navigating multiple systems and digital platforms
• Strong typing, documentation, and proofreading skills
• Comfortable handling social media and online community interactions
• Adaptable and willing to move between different customer support channels
• TECHNICAL SKILLSExperience with or willingness to learn:CRM and ticketing/case management systems
• Contact center and telephony applications
• Email management systems
• Social media management platforms
• Online community management tools
• Knowledge management systems
• Billing and customer account platforms
• Microsoft Office / Microsoft 365WORK SETUP &

SCHEDULE

• Hybrid Setup – KMC Zeta Tower
• Willing to work on rotating shifts
• Willing to work evenings, weekends, and public holidays
• Flexible to support schedule changes or overtime when required
• Willing to transition between Voice, Email, Social Media, and Community channels based on business needs