OMNICHANNEL CUSTOMER CARE SPECIALIST

The Omnichannel Customer Care Specialist provides timely, accurate, and professional customer support across multiple communication channels, including inbound and outbound calls, email, social media, and online community platforms.

The role is designed to support a flexible, queue-based operating model. Depending on customer demand and business requirements, the employee may be assigned or redeployed across voice and non-voice channels to maintain service levels and deliver a consistent customer experience.

The specialist is responsible for resolving customer inquiries, troubleshooting service concerns, processing account requests, supporting sales and retention efforts, monitoring customer sentiment, and ensuring proper documentation and case closure across all assigned channels.

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1. Omnichannel Customer Support

• Handle customer interactions through inbound and outbound calls, email, social media channels, and online community platforms.
• Move between voice and non-voice queues based on customer volume, staffing requirements, service levels, and operational priorities.
• Assist customers with service requests, account updates, upgrades, downgrades, cancellations, payments, refunds, and other account-related transactions.

2. Issue Resolution and Case Management

• Identify customer needs and resolve inquiries or service issues at the first point of contact whenever possible.
• Troubleshoot basic to intermediate concerns involving mobile, internet, broadband, television, devices, accounts, and other telecommunications services.
• Use available systems, knowledge resources, and troubleshooting guides to provide accurate resolutions.
• Escalate complex, critical, or unresolved concerns to the appropriate team based on established procedures.
• Monitor and follow up on escalated cases to ensure timely resolution and proper closure.

3. Voice Support

• Handle inbound and outbound customer calls professionally, courteously, and efficiently.
• Respond to inquiries related to mobile, internet, broadband, TV, and other telecommunications services.
• Provide accurate information regarding products, plans, promotions, policies, and account details.
• Assist customers with service requests, account updates, upgrades, downgrades, and cancellations.

4. Email Support

• Respond to customer’s concerns in a timely and accurate manner via the email channel and use available tools and resources to resolve customer’s concerns
• Expected to ensure all goals and targets are met through the regular monitoring of KPIs
• Escalate critical customer’s concerns in accordance with the company’s established processes and policies
• Inform customers about the company’s new products and services
• Gather customer feedback and suggestions and share it with the relevant team/department
• Escalate any trends impacting the volume of

5. Social Media and Community Management

• Respond to customer inquiries, complaints, comments, and service concerns across platforms such as Facebook, X or Twitter, Instagram, YouTube, LinkedIn, and other assigned social media channels.
• Helping customers with their service issues, providing accurate information and ensuring closure for all cases, including those escalated outside of the team
• Engage customers on social media properties (contests, content, etc.) to drive feedback
• Monitor brand mentions, customer sentiment, emerging concerns, and potential reputational risks.
• Moderate the content and engage the members on our community forum.
• Pick up trending issues and report them expeditiously to the team leader.
• Help with social media coverage of events (e.g. Facebook Live) on-ground or remotely.
• Edit, proofread, and distribute content in a multi-channel environment

6. Account Management and Transaction Processing

• Verify customer information in accordance with security and compliance requirements. 

• Process payments, billing adjustments, refunds, and account modifications as needed. 

• Maintain accurate and complete customer records within company systems. 

7. Sales and Retention Support

• Identify customer needs and recommend products, services, or upgrades. 

• Promote available offers, bundles, and value-added services. 

• Support customer retention initiatives by addressing concerns and offering suitable solutions. 

8. Documentation and Compliance 

• Accurately document all customer interactions, transactions, and resolutions. 

• Adhere to company policies, regulatory requirements, and data privacy standards. 

• Maintain confidentiality of customer information. 

Queue and Channel Assignment

• The employee may be assigned to voice, email, social media, community management, or a combination of channels.
• Channel assignments may change depending on queue volume, staffing levels, business priorities, service-level requirements, employee readiness, and demonstrated proficiency.
• The employee must be prepared to transition between channels as required by operations.
• Assignment to one channel at a particular time does not represent a permanent or exclusive channel designation.
• The employee must complete the required training and demonstrate the necessary proficiency before independently handling a newly assigned channel.

Communication

• Strong verbal and written English communication skills.
• Clear, professional, and customer-friendly speaking style.
• Excellent English comprehension, grammar, spelling, and proofreading ability.
• Ability to adjust tone and communication style according to the channel, customer concern, and situation.
• Ability to explain technical, billing, or policy-related information in simple terms.

Customer Service

• Strong customer focus and commitment to resolving concerns.
• Active listening and effective probing skills.
• Patience, empathy, professionalism, and emotional intelligence.
• Ability to manage difficult or sensitive customer interactions.
• Strong ownership and follow-through until case closure.

Problem-Solving

• Strong analytical and troubleshooting skills.
• Ability to review account information and identify appropriate solutions.
• Sound judgment in determining when a concern should be resolved, escalated, or referred.
• Ability to recognize recurring issues and emerging customer trends.

Digital and Social Media Skills

• Comfortable navigating social media platforms and online communities.
• Understanding of appropriate online behavior, moderation practices, and brand-safe communication.
• Ability to identify sensitive, reputational, or potentially viral concerns.
• Ability to write concise and accurate responses suitable for public and private digital channels.

Operational Agility

• Ability and willingness to work across different customer service channels.
• Adaptability to changing queue assignments, procedures, tools, and business priorities.
• Ability to manage multiple cases, systems, or conversations while maintaining accuracy.
• Ability to work independently, exercise initiative, and collaborate effectively with other teams.
• Receptive to coaching, feedback, training, and performance improvement plans.

Technical Requirements

The employee must be able to use or learn the following:

• Customer Relationship Management or CRM systems
• Ticketing and case management platforms
• Contact center and telephony applications
• Email management systems
• Social media management and monitoring platforms
• Online community management tools
• Knowledge management systems
• Billing and customer account platforms
• Workforce management and scheduling tools
• Microsoft Office or Microsoft 365 applications
• Internal communication and collaboration platforms

The employee must also demonstrate:

• Accurate and efficient typing skills for email, chat, and social media support.
• Ability to navigate multiple applications and customer records during live interactions.
• Ability to document customer concerns and resolutions clearly.
• Basic to intermediate technical troubleshooting capability.
• Compliance with information security, acceptable-use, and data privacy requirements.

Work Requirements

• Willingness to work rotating shifts, including evenings, weekends, and public holidays.
• Flexibility to render overtime or support schedule changes when required by the business.
• Ability to work onsite, remotely, or under a hybrid arrangement, depending on operational requirements.

• Customer service experience in telecommunications, contact center operations, digital customer care, or a related environment is a requirement.

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