Resolution Specialist

Wing Assistant; Metro Manila; On-site; PHP 390,600 - 446,400; Full time

Job summary

A global support services company is looking for a Resolution Specialist in Metro Manila, Philippines. This role involves handling escalated customer concerns and ensuring satisfaction through thorough investigations and effective resolutions. Candidates should have 2-3 years of experience in customer support, strong communication skills, and the ability to work calmly under pressure. The position is office-based, requiring full presence during assigned working hours, with a competitive salary of ₱35,000 - ₱40,000 monthly.

Qualifications

• 2–3 years of experience in customer support or escalations handling.
• Strong written and verbal communication skills.
• Excellent problem-solving and analytical abilities.
• Ability to remain calm and professional in high-pressure situations.
• Strong attention to detail and documentation skills.
• Experience working on-site in a fast-paced operations environment.

Responsibilities

• Handle customer escalations referred by other teams.
• Investigate complex service, billing, or compliance-related concerns.
• Communicate effectively with customers to clarify and resolve issues.
• Document cases and findings accurately in internal systems.
• Recommend corrective actions to prevent repeat issues.
• Ensure resolutions align with company policies and service agreements.
• Monitor resolution timelines and close cases within agreed SLAs.
• Escalate high-risk issues to management when necessary.

Skills

Conflict resolution and de‑escalation

Customer‑centric mindset with firm boundary setting

Time management and prioritization

Cross‑functional collaboration

Policy and contract interpretation

CRM and ticketing system proficiency

Job description

Job Summary

The Resolution Specialist is responsible for handling escalated customer concerns, service issues, and complex cases that require thorough investigation and timely resolution. This role ensures customer satisfaction, protects company interests, and works closely with cross-functional teams to resolve issues efficiently while maintaining service quality standards.

Key Responsibilities

• Handle customer escalations referred by Customer Success Managers, Support, or Operations teams
• Investigate complex service, billing, performance, or compliance-related concerns
• Communicate professionally with customers to clarify issues, manage expectations, and provide resolutions
• Document cases, findings, and resolutions accurately in internal systems
• Recommend corrective actions and process improvements to prevent repeat issues
• Ensure resolutions are aligned with company policies, contracts, and service agreements
• Monitor resolution timelines and ensure cases are closed within agreed SLAs
• Escalate high-risk or sensitive issues to management when necessary

Qualifications

• At least 2–3 years of experience in customer support, customer success, dispute resolution, or escalations handling
• Strong written and verbal communication skills
• Excellent problem-solving and analytical abilities
• Ability to remain calm, professional, and objective in high-pressure situations
• Strong attention to detail and documentation skills
• Experience working on-site in a fast-paced operations environment

Skills & Competencies

• Conflict resolution and de‑escalation
• Customer‑centric mindset with firm boundary setting
• Time management and prioritization
• Cross‑functional collaboration
• Policy and contract interpretation
• CRM and ticketing system proficiency

Salary: ₱35,000 – ₱40,000 a month

Onsite role: full presence in the office during assigned working hours

May require coordination with global teams across different time zones.

Time Zone: US Time (Night Shift Local)