Retention & Resolutions Specialist (Escalations) - Shifting Schedule

Ingram Micro Philippines BPO LLC; Taguig; On-site; PHP 502,000 - 725,000; Full time

Job summary

Ingram Micro Philippines BPO LLC in Metro Manila seeks an Associate Escalation Coordinator to own and drive critical customer escalations from intake through resolution.

You will coordinate with internal teams across departments, ensure timely communications and progress updates, maintain detailed escalation records, and act as the central liaison between customers and the company.

Qualifications

• 2–5 years in Customer Support, Technical Support, Customer Success, or Escalation Management.
• Experience in high-volume, high-complexity environments (call centers).
• Familiarity with incident management and IT service practices.
• Experience with CRM, Zendesk or similar ticketing systems.

Responsibilities

• Manage customer escalations from intake to resolution.
• Coordinate with internal teams and communicate progress to customers.
• Track actions, timelines, and resolution activities.
• Maintain escalation records and documentation.
• Engage customers via phone, email, and video conferencing as needed.

Skills

Escalation management

Customer support

Communication skills

Cross-functional coordination

Time zone flexibility

English proficiency

Education

Relevant experience in IT/Customer Support fields

Tools

Zendesk

CRM systems

Microsoft Teams

Job description

This associate serves as the primary coordinator for customer escalations requiring heightened visibility and cross-functional engagement. The role manages critical incidents from intake through resolution, ensuring timely communication, stakeholder alignment, issue ownership, and customer advocacy. Associates also analyze escalation trends and contribute to root cause investigations and continuous improvement initiatives.

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.
• Coordinate customer-facing communications and progress updates.
• 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.
• Escalate risks, blockers, and executive concerns proactively to immediate manager.

Qualifications

• 2-5 years in Customer Support, Technical Support, Customer Success, Service Delivery, or Escalation Management, preferably experiencein ahigh 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 but not limited to enterprise, strategic or retail customers.
• Able to work in varying time zones to support the business.