Automotive Campaign with Escalation

Task-Wise Va Consultancy Inc.; Makati; On-site; PHP 334,800 - 446,400; Full time

Job summary

A customer service consultancy in Makati is seeking an Escalations Specialist to manage complex customer issues in the Automotive campaign. The role involves resolving disputes and improving customer satisfaction through effective communication and case management. Candidates should have 2–3 years in a BPO setting, with a strong focus on negotiation and conflict resolution skills. This position requires a Bachelor’s degree and proficiency in CRM platforms.

Qualifications

• Minimum of 2–3 years in a BPO environment, with 1 year in Escalations or Tier 2 role.
• Prior experience in Automotive, Insurance, or high-value Retail is preferred.
• Exceptional negotiation and conflict-resolution skills.

Responsibilities

• Take ownership of escalated calls and tickets from Tier 1 agents.
• Use advanced communication techniques to calm frustrated customers.
• Coordinate between customers, dealerships, and corporate offices.

Skills

Negotiation skills

Conflict-resolution skills

Multi-tasking

Technical communication

Education

Bachelor's degree

Tools

CRM platforms (Salesforce, Oracle, SAP)

Job description

On-site - Makati 1-3 Yrs Exp Bachelor Full-time

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Job Description

Job Title: Escalations Specialist – Automotive Campaign

Location: MAKATI

Reports to: Team Leader / Operations Manager

Role Overview

As an Escalations Specialist, you are the highest point of contact for resolving complex and sensitive customer issues within our Automotive campaign. You will manage cases that require advanced problem-solving, deep empathy, and the authority to make critical decisions. Your goal is to turn frustrated vehicle owners into brand advocates by providing swift, fair, and professional resolutions.

Key Responsibilities

• High-Level Case Management: Take ownership of escalated calls and tickets from Tier 1 agents involving vehicle malfunctions, warranty disputes, and service delays.
• De-escalation Excellence: Use advanced communication techniques to calm frustrated customers and rebuild trust in the brand.
• Stakeholder Liaison: Coordinate between customers, authorized dealerships, and regional corporate offices to facilitate repairs or financial settlements.
• Root Cause Analysis: Identify recurring pain points in the customer journey and provide feedback to training and quality teams to prevent future escalations.
• Regulatory Compliance: Ensure all resolutions comply with local automotive laws (e.g., Australian Consumer Law/Lemon Laws) and company policies.
• Documentation: Maintain meticulous records of case histories, settlement offers, and final resolutions in the CRM.

Required Qualifications

• Experience: Minimum of 2–3 years in a BPO environment, with at least 1 year specifically in an Escalations or Tier 2 role.
• Industry Knowledge: Prior experience in Automotive, Insurance, or high-value Retail campaigns is highly preferred.
• Soft Skills: Exceptional negotiation and conflict-resolution skills. You must be "unshakeable" under pressure.
• Communication: Mastery of written and spoken English, with the ability to explain complex technical or legal terms simply.
• Decision-Making: Proven ability to exercise sound judgment when authorized to offer credits, refunds, or goodwill gestures.

Technical Skills

• Proficiency in CRM platforms (e.g., Salesforce, Oracle, or SAP).
• Strong multi-tasking skills (managing a live call while researching vehicle history).
• Familiarity with automotive terminology (VINs, drivetrain, telematics, etc.) is a major plus.

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