Customer Escalations & Retention Leader

Sutherland; Philippines; On-site; PHP 300,000 - 420,000; Full time

Job summary

Sutherland in the Philippines is seeking a Retention and Escalations Expert to join our dynamic team. You will handle high-stakes customer issues with empathy and resolve them efficiently.

You’ll own cases end-to-end across multiple channels and collaborate with cross-functional teams to turn around challenging experiences.

Strong communication and problem-solving are essential, with 2–3 years in escalation or retention support preferred.

Qualifications

• 2–3 years of experience in Escalations or Retention support.
• Strong verbal and written communication skills.

Responsibilities

• Provide timely, accurate, and empathetic support to consumers with Critical, Serious, or Sensitive concerns.
• Take full ownership of escalated cases from various channels (calls, chats, social media, offline reports).
• Accurately identify key issues and risks to determine the best course of action.
• Ensure that consumers feel heard, respected, and supported throughout their interaction.
• Manage cases end-to-end with attention to detail and completeness.
• Refer valid claims to 3rd Party Insurers with complete and accurate documentation.
• Collaborate across teams to resolve issues swiftly and thoroughly.

Skills

Escalations

Retention support

Job description

Sutherland in the Philippines is seeking a Retention and Escalations Expert to join our dynamic team. You will handle high-stakes customer issues with empathy and resolve them efficiently.

You’ll own cases end-to-end across multiple channels and collaborate with cross-functional teams to turn around challenging experiences.

Strong communication and problem-solving are essential, with 2–3 years in escalation or retention support preferred.