Escalations Support (Billing, Claims) - Shifting Schedule

Ingram Micro Philippines BPO LLC; Pateros; Vor Ort; PHP 300.000 - 420.000; Vollzeit

Zusammenfassung

Ingram Micro Philippines BPO LLC is seeking a seasoned Escalation Coordinator to act as the primary liaison for high-visibility customer issues. You will own end-to-end incident resolution, coordinate with multiple internal teams, and ensure timely updates to customers.

The role emphasizes strong communication, documentation, and stakeholder alignment across time zones to maintain service excellence in a fast-paced environment.

Qualifikationen

• 2-5 years in Customer Support, Technical Support, Customer Success, Service Delivery, or Escalation Management.
• Experience in a high-volume, high-complexity (call center) environment.
• Experience with telephone, email, and Video Conferencing (Teams) communication tools.
• Familiarity with incident management and customer service methodologies.
• Experience supporting enterprise, strategic or retail customers.

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 support

Escalation management

Incident management

Communication tools

Cross-functional collaboration

Tools

CRM

Zendesk

Teams

Ticketing platforms

Jobbeschreibung

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

Job Description:

Overview

This associate serves as the primary coordinator for customer escalations requiring heightened visibilityand 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, preferably 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 butnot limited to enterprise, strategic or retail customers.
• Able to work in varying time zones to support the business.