Customer Escalation Specialist (Spanish Bilingual)

Rippedboxstation; Metro Manila; On-site; PHP 420,000 - 540,000; Full time

Job summary

Rippedboxstation in Metro Manila is seeking an experienced Customer Support Specialist to provide advanced assistance via phone, email and live chat, and to resolve complex inquiries related to logistics and shipping.

You will investigate escalations, coordinate with internal teams and partners, document interactions in CRM, meet SLAs, and help mentor Tier 0–1 staff while building a long-term career in customer support.

Qualifications

• Experience in Customer Service or similar role.
• Fluent in English; Spanish a strong plus.
• Experience in Logistics, Shipping or Supply Chain preferred.
• Excellent verbal and written communication; ability to handle escalated inquiries.
• Comfortable with phone, email and live chat support.

Responsibilities

• Provide advanced customer support via phone, email and chat.
• Investigate and resolve escalated inquiries and service issues.
• Coordinate with internal teams, carriers and partners to resolve logistics problems.
• Monitor cases through resolution and maintain high customer satisfaction.
• Document interactions and resolutions in CRM systems.
• Identify recurring issues and suggest process improvements.
• Support Tier 0–1 colleagues with knowledge sharing.
• Meet SLAs and quality targets.

Skills

Customer service

Tier 2 support

English fluency

Spanish bonus

Logistics industry

CRM proficiency

Multitasking

Communication skills

Tools

CRM systems

Job description

• JOB CODE: FTCSR2 - 07082026 - AN

• 40 hours per week
• Time Zone: Doja Qatar Timezone

Key Responsibilities

• Provide advanced customer support via phone, email, and chat, resolving complex customer inquiries and service-related issues.
• Investigate, troubleshoot, and resolve escalated customer concerns while ensuring timely and effective solutions.
• Coordinate with internal departments, carriers, and third-party partners to resolve logistics, shipping, and service-related issues.
• Monitor customer cases through to resolution, providing proactive updates and maintaining a high level of customer satisfaction.
• Accurately document customer interactions, issue resolutions, and follow-up activities within CRM or customer support systems.
• Identify recurring issues and recommend process improvements to enhance the customer experience.
• Assist in mentoring or supporting Tier 0–1 representative by sharing knowledge and best practices when needed.
• Meet established service level agreements (SLAs), quality standards, and customer satisfaction targets.

Qualifications

• Previous experience in Customer Service, Tier 2 Support, Call Center, Client Support, or a similar customer-facing role is preferred.
• Fluent in English; proficiency in Spanish is a strong plus.
• Experience in the Logistics, Shipping, Freight Forwarding, or Supply Chain industry is highly preferred.
• Excellent verbal and written English communication skills with a neutral to minimal accent (North American or British accent preferred).
• Strong troubleshooting, problem-solving, and conflict resolution skills with the ability to handle escalated customer concerns.
• Comfortable supporting customers through phone, email, and live chat.
• Proficient in CRM systems, customer support platforms, and multitasking across multiple software applications.
• Highly organized with strong attention to detail and the ability to manage multiple customer cases simultaneously.
• Quick learner who can adapt to new systems, processes, and changing business needs.
• Positive, customer-focused mindset with a commitment to delivering exceptional customer experiences.
• Reliable, dependable, and interested in building a long-term career in customer support.