TaskUs Las Pinas - Customer Service Escalation Desk

TaskUs; Las Piñas; Presencial; PHP 260.000 - 420.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health benefits

Training programs

Flexible scheduling

Employee assistance

Social events

Descripción de la vacante

TaskUs in Las Piñas is seeking a Customer Service Escalation Desk professional for full-time work. You will handle high-priority cases, coordinate with frontline support, and drive resolution quality while maintaining strong customer relationships.

Ideal candidates have at least 2 years in a BPO and strong English communication, with a calm, solutions-driven approach. You will contribute to performance metrics and team growth within our global delivery model.

Formación

• Minimum of 2 years of BPO experience.
• High School / Senior High School graduate.
• Experience in customer service or call center, with escalation handling preferred.
• Strong problem-solving and communication skills in English.

Responsabilidades

• Resolve complex issues escalated from first-line support.
• Investigate complaints and determine solutions or compensatory actions.
• Explain resolutions to customers and manage expectations.
• Document escalation cases with detailed notes for audit/quality.
• Identify trends and provide feedback to improve first-line support.
• Collaborate with other departments to resolve cross-functional issues.
• Meet performance metrics including resolution rates and CSAT.
• Coach junior team members on escalation handling best practices.
• Maintain professionalism with frustrated customers.
• Follow policies and quality standards.

Conocimientos

BPO experience

English communication

Problem solving

Calm under pressure

Teamwork

Educación

High School diploma

Herramientas

CRM software

Ticketing systems

Descripción del empleo

About the role

TaskUs is seeking a dedicated and customer-focused Customer Service Escalation Desk professional to join our team in Las Pinas City, Metro Manila. This is a full-time position that plays a crucial role in our customer service operations, handling complex customer issues and ensuring exceptional resolution outcomes. As an escalation specialist, you will be the bridge between front-line support teams and resolution, managing high-priority cases with professionalism and efficiency. This role is essential to maintaining customer satisfaction and loyalty whilst driving operational excellence across our service delivery.

Key responsibilities

• Managing and resolving complex customer issues that have been escalated from first-line support teams
• Investigating customer complaints thoroughly and determining appropriate solutions or compensatory actions
• Communicating effectively with customers to explain resolutions and manage expectations
• Documenting all escalation cases accurately and maintaining comprehensive case notes for audit and quality purposes
• Identifying trends in escalated issues and providing feedback to improve first-line support processes
• Collaborating with other departments to resolve cross-functional issues affecting customer experience
• Meeting performance metrics including resolution rates, call handling times and customer satisfaction scores
• Providing coaching and guidance to junior team members on escalation handling best practices
• Maintaining professionalism and composure when handling frustrated or demanding customers
• Following company policies, procedures and quality standards consistently

What we're looking for

• Minimum of 2 years of BPO experience
• At least High School/Senior High School Graduate
• Proven experience in a customer service or call centre environment, preferably with escalation handling experience
• Strong problem-solving abilities with the capacity to think critically and find creative solutions
• Excellent communication skills, both verbal and written, in English with clear articulation
• Patience and empathy when dealing with challenging customer situations
• Ability to remain calm and composed under pressure with high-stress interactions
• Strong organisational skills with the ability to manage multiple cases simultaneously
• Attention to detail and accuracy in documentation and case management
• Proficiency in computer systems and call centre software platforms
• Reliability and punctuality with a commitment to meeting scheduling requirements
• Team-oriented mindset with willingness to support colleagues and contribute to team goals
• Customer-centric approach with a genuine desire to deliver quality service
• Preferred: Previous experience in technical support, billing disputes or complex complaint resolution

What we offer

TaskUs is committed to supporting the wellbeing and professional development of our team members. We offer competitive compensation packages, comprehensive health and wellness benefits, and opportunities for career advancement within a growing global organisation. Our workplace culture emphasises collaboration, continuous learning and recognition of outstanding performance. We provide ongoing training programmes to enhance your skills and knowledge, flexible scheduling options where possible, and a supportive work environment that values diversity and inclusion. We also offer access to employee assistance programmes, recreational activities and social events that foster community amongst our teams. TaskUs invests in our people because we believe they are our greatest asset.

About us

TaskUs is a leading business process outsourcing company committed to delivering exceptional customer experiences and innovative solutions for global brands. With operations across multiple countries, including the Philippines, we pride ourselves on our talented workforce, cutting-edge technology and dedication to excellence. Our mission is to empower businesses to focus on their core operations whilst we handle their customer service needs with professionalism and expertise. We are passionate about creating a workplace where talented individuals can grow, thrive and make a meaningful impact. TaskUs values integrity, customer obsession, teamwork and continuous improvement, making us an employer of choice in the business process outsourcing industry.