Lead Complaints Specialist (Voice) - Cebu City

GSM - Green SM; Cebu City; On-site; PHP 240,000 - 420,000; Full time

Job summary

GSM - Green SM in Cebu City is seeking a Complaints Specialist to manage escalated customer cases, coordinate with Operations, Fleet, and Legal, and drive timely resolutions with empathy and professionalism.

You will own the case from escalation to final resolution, maintain thorough documentation in the CRM, monitor SLAs, and contribute to process improvements while upholding high customer satisfaction. Based in Cebu City, strong investigation and communication skills are essential.

Qualifications

• Experience in handling escalated customer issues and driving resolutions.
• Ability to conduct detailed investigations to identify root causes.
• Strong written and verbal communication to document and convey findings clearly.
• Comfort working with multiple departments to resolve complex cases.

Responsibilities

• Manage escalated complaints from Tier 1 and drive timely resolutions.
• Coordinate with Operations, Fleet, Safety, Driver Management, Finance, Legal, Marketing for case resolution.
• Handle accident and safety-related incidents and social media escalations responsibly.
• Maintain thorough case documentation in the CRM and monitor aging/SLA compliance.
• Provide goodwill gestures or compensation requests as per policy.
• Identify trends and contribute to process improvements to enhance customer experience.

Skills

Customer service

Investigation

Cross-functional coordination

Communication

Empathy

Tools

CRM software

Job description

GSM - Green SM in Cebu City is seeking a Complaints Specialist to manage escalated customer cases, coordinate with Operations, Fleet, and Legal, and drive timely resolutions with empathy and professionalism.

You will own the case from escalation to final resolution, maintain thorough documentation in the CRM, monitor SLAs, and contribute to process improvements while upholding high customer satisfaction. Based in Cebu City, strong investigation and communication skills are essential.