Senior Complaints Investigator & Escalation Lead

GSM - Green SM; Davao City; On-site; PHP 335,000 - 603,000; Full time

Job summary

GSM - Green SM in the Philippines is seeking a Complaints Specialist based in Davao City to serve as the primary owner of escalated cases and ensure timely, professional resolutions that uphold customer satisfaction.

You will handle escalated complaints from Tier 1, conduct detailed investigations to identify root causes, and coordinate with Operations, Fleet, Safety, Driver Management, and other departments. Strong empathy and CRM documentation are essential.

Qualifications

• Based in Davao City and willing to work there.
• Receive and manage escalated complaints from Tier 1.
• Conduct detailed investigations to identify root causes and resolutions.
• Coordinate with Operations, Fleet, Safety, and other departments.

Responsibilities

• Escalated complaints from Tier 1 support
• Accident and safety-related incidents
• Social media escalations and reputation-sensitive cases
• Lost and Found cases (if applicable)
• Coordinate with Operations, Fleet, Safety, Driver Management, Finance, Legal, Marketing and other departments
• VIP and high-impact customer concerns
• Service recovery and customer retention initiatives
• Maintain case documentation and monitor SLAs

Skills

Customer service

Escalation handling

Investigation

Cross-functional coordination

Tools

CRM systems

Job description

GSM - Green SM in the Philippines is seeking a Complaints Specialist based in Davao City to serve as the primary owner of escalated cases and ensure timely, professional resolutions that uphold customer satisfaction.

You will handle escalated complaints from Tier 1, conduct detailed investigations to identify root causes, and coordinate with Operations, Fleet, Safety, Driver Management, and other departments. Strong empathy and CRM documentation are essential.