Customer Escalations & Resolution Specialist

Concentrix; Quezon City; On-site; PHP 420,000 - 600,000; Full time

Job summary

Concentrix is seeking an Escalations Coordinator to act as the primary contact for high-priority customer escalations across our cloud-based property management technology platform. You will manage, document, and communicate resolution plans with internal teams and leadership.

Join a fast-paced, customer-focused team in the Philippines, aligned with US business hours, with potential expansion. Strong communication and organization are essential to succeed in this role.

Qualifications

• Experience in customer service or success roles with a focus on resolving issues.
• Proven ability to handle escalations and de-escalation conversations.
• Excellent verbal and written communication with a professional tone.

Responsibilities

• Manage high-visibility customer escalations across support and onboarding channels.
• Acknowledge concerns, set expectations, and guide customers through resolution.
• Create and maintain escalation tracking cases and document details accurately.

Skills

Customer service

Escalations handling

Stakeholder management

Communication skills

Organizational skills

Job description

Concentrix is seeking an Escalations Coordinator to act as the primary contact for high-priority customer escalations across our cloud-based property management technology platform. You will manage, document, and communicate resolution plans with internal teams and leadership.

Join a fast-paced, customer-focused team in the Philippines, aligned with US business hours, with potential expansion. Strong communication and organization are essential to succeed in this role.