Customer Escalation Specialist — Resolve Complex Issues

TaskUs; Las Piñas; On-site; PHP 260,000 - 420,000; Full time

Benefits offered by this job

Health benefits

Training programs

Flexible scheduling

Employee assistance

Social events

Job summary

TaskUs in Las Piñas is seeking a Customer Service Escalation Desk professional for full-time work. You will handle high-priority cases, coordinate with frontline support, and drive resolution quality while maintaining strong customer relationships.

Ideal candidates have at least 2 years in a BPO and strong English communication, with a calm, solutions-driven approach. You will contribute to performance metrics and team growth within our global delivery model.

Qualifications

• Minimum of 2 years of BPO experience.
• High School / Senior High School graduate.
• Experience in customer service or call center, with escalation handling preferred.
• Strong problem-solving and communication skills in English.

Responsibilities

• Resolve complex issues escalated from first-line support.
• Investigate complaints and determine solutions or compensatory actions.
• Explain resolutions to customers and manage expectations.
• Document escalation cases with detailed notes for audit/quality.
• Identify trends and provide feedback to improve first-line support.
• Collaborate with other departments to resolve cross-functional issues.
• Meet performance metrics including resolution rates and CSAT.
• Coach junior team members on escalation handling best practices.
• Maintain professionalism with frustrated customers.
• Follow policies and quality standards.

Skills

BPO experience

English communication

Problem solving

Calm under pressure

Teamwork

Education

High School diploma

Tools

CRM software

Ticketing systems

Job description

TaskUs in Las Piñas is seeking a Customer Service Escalation Desk professional for full-time work. You will handle high-priority cases, coordinate with frontline support, and drive resolution quality while maintaining strong customer relationships.

Ideal candidates have at least 2 years in a BPO and strong English communication, with a calm, solutions-driven approach. You will contribute to performance metrics and team growth within our global delivery model.