Escalations Customer Support (Billing, Claims) - Shifting Schedule

Ingram Micro Philippines BPO LLC; Philippines; On-site; PHP 420,000 - 660,000; Full time

Job summary

Ingram Micro Philippines BPO LLC is seeking an escalation coordinator to act as the primary liaison for critical customer escalations, guiding issues from intake to resolution. You will coordinate across internal teams, communicate updates, and drive root cause investigations to prevent recurrence.

The role emphasizes customer advocacy and structured incident management. The successful candidate will have 2–5 years in related roles, experience with CRM and Zendesk, and the ability to operate

Qualifications

• 2-5 years in Customer Support, Technical Support, Customer Success, Service Delivery, or Escalation Management in high volume, high complexity environments.
• Experience with communication tools across telephone, email and video conferencing (Teams) and with client/case management and ticketing platforms (CRM systems, Zendesk).
• Experience in IT industry, some understanding of Cloud and IT provider space.
• Familiarity with incident management and customer service methodologies.
• Experience supporting and interacting with diverse customer segments including enterprise, strategic or retail customers.
• Able to work in varying time zones to support the business.

Responsibilities

• Manage assigned customer escalations.
• Ensure rapid engagement of appropriate internal departments or teams.
• Track actions, commitments, timelines, and resolution activities.
• Maintain detailed escalation records and case documentation.
• Coordinate customer-facing communications and progress updates.
• Serve as a central point of coordination between customers and internal teams.
• Facilitate de-escalation and data-gathering calls to customers, and follow-up discussions.
• Escalate risks, blockers, and executive concerns proactively to immediate manager.

Skills

Customer support experience

Escalation management

Communication tools

Cross-functional collaboration

Time zone adaptability

Tools

CRM systems

Zendesk

Teams

Video conferencing

Ticketing platforms

Job description

This associate serves as the primary coordinator for customer escalations requiring heightened visibility and cross-functional engagement. The role manages critical incidents from intake through resolution, ensuring timely communication, stakeholder alignment, issue ownership, and customer advocacy. Associates also analyze escalation trends and contribute to root cause investigations and continuous improvement initiatives.

Responsibilities

• Manage assigned customer escalations.
• Ensure rapid engagement of appropriate internal departments or teams.
• Track actions, commitments, timelines, and resolution activities.
• Maintain detailed escalation records and case documentation.
• Coordinate customer-facing communications and progress updates.
• Serve as a central point of coordination between customers and internal teams.
• Facilitate de-escalation and data-gathering calls to customers, and follow-up discussions.
• Escalate risks, blockers, and executive concerns proactively to immediate manager.

Qualifications

• 2-5 years in Customer Support, Technical Support, Customer Success, Service Delivery, or Escalation Management, preferably experiencein ahigh volume, high complexity (call center) environment.
• Experience in communication tools across telephone, email and Video Conferencing (Teams), as well as client, case management and ticketing platforms (CRM, Zendesk, etc.)
• Experience in the IT industry, some understanding of the Cloud and IT provider space
• Familiarity with incident management and customer service methodologies.
• Experience supporting and directly interacting with different customer segments, including but not limited to enterprise, strategic or retail customers.
• Able to work in varying time zones to support the business.