Escalation Agent

PCS; Parañaque; On-site; PHP 279,000 - 502,000; Full time

Job summary

PCS is seeking an Escalation Agent to handle complex, urgent, and unresolved customer issues. You will coordinate with billing, tech support, and operations to resolve cases and ensure a high-quality customer experience.

Responsibilities include thorough investigation, documentation in CRM, and de-escalation of challenging conversations. Strong communication and problem-solving are essential, with willingness to work shifting schedules as needed.

Qualifications

• Strong communication, written and verbal, across levels.
• Proven problem solving and decision making under pressure.
• Ability to de-escalate difficult conversations with customers.
• Experience with CRM tools and customer support systems.
• Detail oriented with minimal supervision.

Responsibilities

• Handle escalated customer concerns from frontline support.
• Investigate issues and provide timely resolutions.
• Review case details and customer history to decide best solution.
• Coordinate with internal teams for follow-ups.
• Provide clear updates and final resolutions to customers.
• Document all escalated cases in CRM/ticketing system.
• Follow escalation procedures and SLAs.
• Identify trends and suggest improvements.
• Mentor or support frontline agents when needed.
• Maintain professionalism in high-pressure situations.

Skills

Clear communication

Problem solving

De-escalation

CRM proficiency

Attention to detail

Education

High School/College level or graduate

Tools

CRM software

Ticketing systems

Job description

The Escalation Agent is responsible for handling complex, urgent, or unresolved customer issues that frontline agents cannot fully address. This role requires advanced problem-solving skills, strong communication, and the ability to coordinate with multiple departments to ensure efficient resolution and excellent customer experience.

Key Responsibilities:

• Handle escalated customer concerns received from frontline support (voice or non-voice).
• Investigate issues thoroughly and provide accurate, timely resolutions.
• Review case details, documents, and customer history to determine the best solution.
• Communicate with internal teams (billing, tech support, operations) for coordination and follow-ups.
• Provide clear explanations, updates, and final resolutions to customers.
• Ensure all escalated cases are documented properly in the CRM or ticketing system.
• Follow escalation procedures, service-level agreements (SLAs), and company policies.
• Identify trends in escalations and recommend improvements to reduce recurring issues.
• Assist in mentoring or supporting frontline agents when needed.
• Maintain professionalism and composure when handling sensitive or high-pressure situations.

Qualifications:

• High School/Senior High Graduate or College Level/Graduate.
• Preferably with experience in customer service, escalation handling, or a supervisory role.
• Strong communication skills (verbal and written).
• Excellent problem-solving, analytical, and decision-making abilities.
• Ability to handle difficult conversations and de-escalate customers effectively.
• Knowledge of CRM tools and customer support systems.
• Strong attention to detail and ability to work with minimal supervision.
• Willing to work on shifting schedules, weekends, and holidays.

Preferred Skills (Optional):

• Experience in BPO, telecommunications, e-commerce, or technical support.
• Background in quality assurance, complaints handling, or case management.

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