Automotive Escalations Specialist — Resolve High-Stakes Issues

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

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.