Retention and Escalations Expert

Sutherland; Philippines; On-site; PHP 300,000 - 420,000; Full time

Job summary

Sutherland in the Philippines is seeking a Retention and Escalations Expert to join our dynamic team. You will handle high-stakes customer issues with empathy and resolve them efficiently.

You’ll own cases end-to-end across multiple channels and collaborate with cross-functional teams to turn around challenging experiences.

Strong communication and problem-solving are essential, with 2–3 years in escalation or retention support preferred.

Qualifications

• 2–3 years of experience in Escalations or Retention support.
• Strong verbal and written communication skills.

Responsibilities

• Provide timely, accurate, and empathetic support to consumers with Critical, Serious, or Sensitive concerns.
• Take full ownership of escalated cases from various channels (calls, chats, social media, offline reports).
• Accurately identify key issues and risks to determine the best course of action.
• Ensure that consumers feel heard, respected, and supported throughout their interaction.
• Manage cases end-to-end with attention to detail and completeness.
• Refer valid claims to 3rd Party Insurers with complete and accurate documentation.
• Collaborate across teams to resolve issues swiftly and thoroughly.

Skills

Escalations

Retention support

Job description

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Job Description

Are you a strong communicator with a passion for solving problems and turning customer experiences around? We're looking for a Retention and Escalations Expert to join our dynamic team!

Key Responsibilities:

• Provide timely, accurate, and empathetic support to consumers with Critical, Serious, or Sensitive concerns
• Take full ownership of escalated cases from various channels (calls, chats, social media, offline reports)
• Accurately identify key issues and risks to determine the best course of action
• Ensure that consumers feel heard, respected, and supported throughout their interaction
• Manage cases end-to-end with attention to detail and completeness
• Refer valid claims to 3rd Party Insurers with complete and accurate documentation
• Collaborate across teams to resolve issues swiftly and thoroughly

You’ll Be Measured On:

• Human-first scorecard
• Accuracy in data handling
• Efficiency in managing calls, chats, and offline contacts

Qualifications

• At least 2-3 years of experience in Escalations or Retention support
• Strong verbal and written communication skills

Additional Information

If you're a problem-solver, a great listener, and thrive in high-stakes support environments, we want to hear from you!