Customer Relations Manager (REMOTE)

Sysgen RPO, Inc.; Makati; Remote; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

WFH setup

Equipment provided

Weekends off

Government benefits

13th month pay

Leave credits

HMO

Allowance

Job summary

Sysgen RPO, Inc. seeks an experienced Escalations Specialist to handle complex, high‑value customer complaints with outcomes that impact finances and reputation. You will assess evidence, form a position, draft decisive correspondence, and maintain precise case records for external scrutiny.

The role requires coordinating with legal, insurance, and regulatory stakeholders, writing clear customer communications, and working from home on AU hours (6AM–3PM), with fixed weekends off.

Qualifications

• Minimum of 3 years handling complex, escalated or high-value customer complaints and disputes through to resolution, in a role where the outcome carried real financial or reputational consequence.
• Demonstrated experience managing complex cases independently - assessing evidence, forming a position, recommending a course of action to senior decision-makers and drafting the correspondence to give effect to it.
• Experience working with legal, insurance, financial services, construction, property, trades, regulatory or professional-standards stakeholders on escalated matters, including preparing case material and chronologies for their use.
• Excellent written English, with the ability to write directly to customers on sensitive matters and to prepare clear case summaries for a senior audience.
• Proven experience maintaining accurate case records, communication logs and reporting to a standard that will withstand external scrutiny.
• Legal background is an advantage BUT NOT required.
• Skilled in using a variety of software tools (e.g. CRM platforms, Excel).
• Willing to work on an early morning shift, following AU hours: 6AM-3PM (Mondays to Fridays).

Skills

Complaint handling

Case management

Stakeholder coordination

Written English

Record keeping

CRM software

Excel

Early morning shift readiness

Tools

CRM platforms

Excel

Job description

• Minimum of 3 years handling complex, escalated or high-value customer complaints and disputes through to resolution, in a role where the outcome carried real financial or reputational consequence.

• Demonstrated experience managing complex cases independently - assessing evidence, forming a position, recommending a course of action to senior decision-makers and drafting the correspondence to give effect to it.

• Experience working with legal, insurance, financial services, construction, property, trades, regulatory or professional-standards stakeholders on escalated matters, including preparing case material and chronologies for their use.

• Excellent written English, with the ability to write directly to customers on sensitive matters and to prepare clear case summaries for a senior audience.

• Proven experience maintaining accurate case records, communication logs and reporting to a standard that will withstand external scrutiny.

• Legal background is an advantage BUT NOT required.

• Skilled in using a variety of software tools (e.g. CRM platforms, Excel).

• Willing to work on an early morning shift, following AU hours: 6AM-3PM (Mondays to Fridays).

What we offer?

• Work from home set-up

• Work equipment

• Fixed weekends off

• Government Mandated Benefits

• 13th month pay

• Leave Credits

• HMO

• Allowance