Customer Review Escalations Specialist

YaoYao Global; Manila; On-site; PHP 360,000 - 540,000; Full time

Job summary

YaoYao Global in Manila is seeking a dedicated SME/Escalations Specialist to manage and follow up on negative reviews, reach out to customers, and provide resolutions to restore satisfaction. You will coordinate with customer service, sales, and operations to resolve post-sales issues, document cases accurately, and maintain reliable attendance while adhering to onsite work policies.

This full-time role offers paid training and opportunities for permanent status as the team works to improve

Qualifications

• Customer service experience required.
• Strong troubleshooting skills.
• Solid technical knowledge relevant to product and services.
• Excellent communication skills, both written and spoken.
• Proven problem-solving abilities with a structured approach.
• Good product knowledge and ability to learn quickly.
• Effective time management and prioritization.
• Team collaboration across departments to resolve issues.

Responsibilities

• Manage and follow up on negative reviews.
• Reach out to customers via phone, message, or chat to address negative feedback and offer solutions.
• Provide compensation or alternative resolutions following SOPs to ensure a positive experience.
• Persuade customers to revise reviews while maintaining professionalism.
• Work toward team targets for review modifications and reversal rates.
• Track and update review cases with accurate documentation.
• Maintain attendance with on-time clock-in/out and adhere to onsite schedules.
• Collaborate with customer service, sales, and operations to resolve post-sales issues.

Skills

Customer Service

Troubleshooting

Technical Knowledge

Communication Skills

Problem Solving

Product Knowledge

Time Management

Team Collaboration

Job description

YaoYao Global in Manila is seeking a dedicated SME/Escalations Specialist to manage and follow up on negative reviews, reach out to customers, and provide resolutions to restore satisfaction. You will coordinate with customer service, sales, and operations to resolve post-sales issues, document cases accurately, and maintain reliable attendance while adhering to onsite work policies.

This full-time role offers paid training and opportunities for permanent status as the team works to improve