Escalation & Resolution Specialist – Customer Care

Wing Assistant; Metro Manila; On-site; PHP 390,600 - 446,400; Full time

Job summary

A global support services company is looking for a Resolution Specialist in Metro Manila, Philippines. This role involves handling escalated customer concerns and ensuring satisfaction through thorough investigations and effective resolutions. Candidates should have 2-3 years of experience in customer support, strong communication skills, and the ability to work calmly under pressure. The position is office-based, requiring full presence during assigned working hours, with a competitive salary of ₱35,000 - ₱40,000 monthly.

Qualifications

• 2–3 years of experience in customer support or escalations handling.
• Strong written and verbal communication skills.
• Excellent problem-solving and analytical abilities.
• Ability to remain calm and professional in high-pressure situations.
• Strong attention to detail and documentation skills.
• Experience working on-site in a fast-paced operations environment.

Responsibilities

• Handle customer escalations referred by other teams.
• Investigate complex service, billing, or compliance-related concerns.
• Communicate effectively with customers to clarify and resolve issues.
• Document cases and findings accurately in internal systems.
• Recommend corrective actions to prevent repeat issues.
• Ensure resolutions align with company policies and service agreements.
• Monitor resolution timelines and close cases within agreed SLAs.
• Escalate high-risk issues to management when necessary.

Skills

Conflict resolution and de‑escalation

Customer‑centric mindset with firm boundary setting

Time management and prioritization

Cross‑functional collaboration

Policy and contract interpretation

CRM and ticketing system proficiency

Job description

A global support services company is looking for a Resolution Specialist in Metro Manila, Philippines. This role involves handling escalated customer concerns and ensuring satisfaction through thorough investigations and effective resolutions. Candidates should have 2-3 years of experience in customer support, strong communication skills, and the ability to work calmly under pressure. The position is office-based, requiring full presence during assigned working hours, with a competitive salary of ₱35,000 - ₱40,000 monthly.