Escalations & Retention Specialist

V-Call Center Link Inc.; Manila; On-site; PHP 223,200 - 334,800; Full time

Job summary

A customer service provider in Manila is seeking a dedicated individual to handle critical customer escalations through various channels. Candidates should have 2-3+ years of experience in customer service and strong C1 level English proficiency. Experience in retail operations is ideal. The role emphasizes customer satisfaction and retention while maintaining accurate records of escalations and resolutions.

Qualifications

• 2-3+ years of experience in customer service or customer experience roles.
• Experience in handling high-level complaints or escalations.
• Knowledge in retail operations, ideally in food and beverage.

Responsibilities

• Handle critical customer escalations via voice and written channels.
• Investigate and resolve complaints from high-profile clients.
• Identify root causes and collaborate on resolutions.
• Ensure customer satisfaction and drive retention efforts.
• Maintain accurate records of escalations and resolutions.

Skills

Customer service experience

English proficiency (C1)

Handling high-level complaints

Retail operations experience

Managing corporate clients

Education

High School or College Graduate

Job description

On-site - Manila | 1-3 Years Experience | Diploma | Full-time

Job Description

• Handle critical customer escalations via voice and written channels (email/chat).
• Investigate and resolve complaints from high-profile clients or sensitive cases.
• Identify root causes and collaborate with internal teams to develop resolutions.
• Ensure customer satisfaction and drive retention efforts.
• Maintain accurate records of escalations and resolutions.

Qualifications

• At least HS or SHS Undergrad or College Graduate
• C1 level English proficiency (both spoken and written communication)
• 2–3+ years of experience in: Customer service or customer experience roles
• Retail operations, ideally in food and beverage
• Handling high-level complaints or escalations
• Experience in managing corporate/enterprise-level clients is a plus

Working Location

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