Escalation Resolution Expert

2 days ago

Taguig, National Capital Region, Philippines beBeeComplaints Full time ₱750,000 - ₱1,500,000
Customer Complaints Specialist Job Description

We are seeking a highly skilled and empathetic Customer Complaints Specialist to join our world-class support team. This is a critical role responsible for managing and resolving escalated customer issues, ensuring every customer feels heard and valued.

This position requires a driven and knowledgeable specialist to take our customer experience to the next level.

Key Responsibilities:
  • De-escalate and Resolve: Act as the primary point of contact for high-priority customer complaints, disputes, and sensitive issues, primarily via phone.
  • Problem-Solving: Think critically and proactively to solve complex problems, taking ownership of issues from start to finish.
  • Stakeholder Management: Coordinate with multiple internal stakeholders to gather information and ensure timely, effective resolutions.
  • Documentation & Reporting: Meticulously document all customer interactions and resolutions in Zendesk to maintain a clear record and identify recurring issues.
Required Skills and Qualifications:
  • Exceptional Verbal and Written Communication in English
  • Emotional Intelligence and Empathy
  • Critical Thinking and Problem-Solving Mindset
  • Zendesk and Telephony System Proficiency
Benefits:

You can expect a fast-paced and innovative work environment where you will have the opportunity to grow and develop your skills.

Our company values a great self-improvement-driven culture of top A-players in their respective fields.

We push each other to become better versions of ourselves.

Hiring Process:

The hiring process consists of four rounds:

  1. Review and evaluation of your application
  2. A 45-minute

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