Escalations Support (Billing, Claims) - Shifting Schedule

Ingram Micro Philippines BPO LLC; Manila; On-site; PHP 300,000 - 600,000; Full time

Job summary

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.

Qualifications

• 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.

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.
• 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.

Skills

Customer service management

Escalation coordination

CRM tools (Zendesk)

Cross-functional communication

Incident management

Time zone flexibility

Tools

Zendesk

CRM systems

Job description

Job Description: Overview

It's fun to work in a company where people truly BELIEVE in what they're doing! 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.

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.
• 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.

Requirements

• 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.

Company Culture

With us, you'll make technology happen in surprising ways. It'll be a fun journey!

It's no surprise that technology powers the planet. But what might surprise you is that Ingram Micro has the ability to reach more than 90% of the global population. By joining us, you make Ingram Micro's contribution a reality: helping businesses grow, supporting industries from healthcare to education with their technology, or even connecting the world.

What's in it for you? Well, we take great care of our people, everyone is made to feel welcome, and opportunities to grow apply to all. But the prospect of shaping the future through technology is something you're unlikely to find anywhere else. Let's shape tomorrow.