Remote Customer Escalation Specialist

Palmetto; Lapu-lapu; On-site; PHP 1,231,000 - 2,585,000; Full time

Job summary

Palmetto seeks a dedicated Customer Escalation Specialist to join its Customer Experience team and manage complex customer issues. This remote role based in the Philippines requires collaboration with product, support, sales and legal to resolve escalations efficiently.

The role emphasizes problem-solving, proactive communication, and customer-centric service to strengthen trust and loyalty while driving Palmetto's leadership in clean technology.

Qualifications

• 2+ years of experience in customer service and escalations (solar industry preferred).
• Strong solution-based problem-solving skills, especially related to solar energy systems.
• A proactive approach to challenges—you come with ideas, not just questions.
• Excellent verbal and written communication skills with a customer-centric mindset.
• Ability to manage high-pressure escalations with professionalism and urgency.
• Experience with CRM systems (Salesforce preferred) and ticketing tools.
• Ability to analyze NPS data and identify customer trends.
• Fluency in both Spanish and English is required.

Responsibilities

• Escalation Management: Serve as the primary point of contact for escalated customer issues, managing the escalation process from initiation to resolution.
• Cross-Functional Collaboration: Collaborate with internal teams to gather information and resources needed to resolve escalations.
• Process Improvement: Identify root causes of recurring escalations and implement corrective actions and process improvements.
• Customer Experience Enhancement: Ensure escalations are handled to reinforce trust and loyalty.

Skills

Customer service

Escalation management

Communication skills

CRM systems

Spanish & English

Tools

Salesforce

Job description

Palmetto seeks a dedicated Customer Escalation Specialist to join its Customer Experience team and manage complex customer issues. This remote role based in the Philippines requires collaboration with product, support, sales and legal to resolve escalations efficiently.

The role emphasizes problem-solving, proactive communication, and customer-centric service to strengthen trust and loyalty while driving Palmetto's leadership in clean technology.