Escalations Lead — Cross-Functional Incident Management

Ingram Micro Philippines BPO LLC; Manila; Vor Ort; PHP 300.000 - 600.000; Vollzeit

Zusammenfassung

Ingram Micro Philippines BPO LLC is seeking an escalation coordinator to act as the primary liaison for high-visibility customer escalations. You will manage critical incidents from intake through resolution, ensuring timely communication, stakeholder alignment, issue ownership, and customer advocacy.

The role requires 2-5 years in related fields, experience with Zendesk and CRM systems, and the ability to work across time zones to support a high-volume, complex service environment.

Qualifikationen

• 2-5 years in Customer Support, Technical Support, Customer Success, Service Delivery, or Escalation Management, preferable experience in a high 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.

Aufgaben

• 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.
• 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.

Kenntnisse

Customer service management

Escalation coordination

CRM tools (Zendesk)

Cross-functional communication

Incident management

Time zone flexibility

Tools

Zendesk

CRM systems

Jobbeschreibung

Ingram Micro Philippines BPO LLC is seeking an escalation coordinator to act as the primary liaison for high-visibility customer escalations. You will manage critical incidents from intake through resolution, ensuring timely communication, stakeholder alignment, issue ownership, and customer advocacy.

The role requires 2-5 years in related fields, experience with Zendesk and CRM systems, and the ability to work across time zones to support a high-volume, complex service environment.