Escalation Specialist

2 weeks ago

Manila, National Capital Region, Philippines TP-Link Full time ₱150,000 - ₱250,000 per year

Company Description

TP-Link, headquartered in the United States, is a global leader in reliable networking devices and smart home products. As the world's top provider of Wi-Fi devices, the company is dedicated to delivering innovative solutions that enhance connectivity and improve daily life. With operations in over 170 countries, TP-Link has a well-established global presence and is continuously expanding. The company is driven by a commitment to excellence and technological advancement.

Role Description

This is a full-time, on-site role for an Escalation Specialist based in Manila. The Escalation Specialist will handle and resolve advanced or complex customer issues, manage escalations efficiently, and ensure high levels of customer satisfaction. The role involves analyzing intricate cases, providing effective resolutions, and maintaining clear communication with all stakeholders. The individual will collaborate with internal teams to address recurring challenges and work proactively to prevent future escalations.

Qualifications

  • Proven experience in Escalations Management and handling escalation processes
  • Strong Analytical Skills for problem-solving and issue resolution
  • Solid background in Customer Support, ensuring a customer-first approach
  • Excellent Communication skills for liaising with customers and internal teams
  • Ability to work independently, prioritize tasks, and meet deadlines in a dynamic environment
  • Proven experience with networking devices or technology-based customer support is a plus
  • Bachelor's degree in a relevant field or equivalent professional experience

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