Escalation Specialist: Complex Customer Issues

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

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.