Retention and Escalations Expert

1 week ago

Taguig, National Capital Region, Philippines Sutherland Full time ₱80,000 - ₱120,000 per year
Company Description

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they're our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We've created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as a service" model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results.

Job Description

Are you a strong communicator with a passion for solving problems and turning customer experiences around? We're looking for a Retention and Escalations Expert to join our dynamic team

Key Responsibilities:

  • Provide timely, accurate, and empathetic support to consumers with Critical, Serious, or Sensitive concerns
  • Take full ownership of escalated cases from various channels (calls, chats, social media, offline reports)
  • Accurately identify key issues and risks to determine the best course of action
  • Ensure that consumers feel heard, respected, and supported throughout their interaction
  • Manage cases end-to-end with attention to detail and completeness
  • Refer valid claims to 3rd Party Insurers with complete and accurate documentation
  • Collaborate across teams to resolve issues swiftly and thoroughly

You'll Be Measured On:

  • Human-first scorecard
  • Consumer satisfaction
  • Attendance & productivity
  • Accuracy in data handling
  • Efficiency in managing calls, chats, and offline contacts
Qualifications
  • At least 2-3 years of experience in Escalations or Retention support
  • Strong verbal and written communication skills
  • Comfortable working onsite in Taguig
Additional Information

If you're a problem-solver, a great listener, and thrive in high-stakes support environments, we want to hear from you

Apply now and be part of a team that puts people first.

  • Customer Retention Associate

    2 weeks ago

    Taguig, National Capital Region, Philippines S&P Global Full time ₱1,200,000 - ₱2,400,000 per year

    About The RoleGrade Level (for internal use):09The TeamThe Revenue Execution team is a key partner to the frontline Revenue team, serving as experts on renewal execution across D&R and RVS product portfolios. We are a vibrant, global team of ambitious, client-focused professionals who thrive on collaboration, problem solving, and supporting the achievement...

  • Customer Escalations Specialist

    1 week ago

    Taguig, National Capital Region, Philippines Satellite Office Full time ₱40,000 - ₱60,000 per year

    Company DescriptionAs market leaders and experts in luxury furniture design, we take pride in our commitment to quality and innovation.For over 60 years, the client has been a nationally recognized household name in the Australian furniture industry. Following our acquisition of Plush Sofas in late 2021, we now operate over 110 showrooms across Australia...

  • Systems Escalation Shift Lead

    1 week ago

    Taguig, National Capital Region, Philippines ECI Full time ₱600,000 - ₱1,800,000 per year

    ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their...

  • Subject Matter Expert

    15 hours ago

    Taguig, National Capital Region, Philippines HelloConnect Full time

    About UsHelloConnectHelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now...

  • Travel account for GDS Experts at McKinley

    1 week ago

    Taguig, National Capital Region, Philippines TP Full time ₱250,000 - ₱750,000 per year

    We are looking for aGDS Travel Customer Expertat TP McKinley. Earn over half a million a yearPerks:Day shiftWeekends offCompetitive pay15k quarterly retention bonusAccessible and premium locationQualifications:Willing to work on-siteHigh school or senior high school graduateMust have at least 1-year GDS experience (Sabre GDS is a plus)

  • Collections Expert

    3 days ago

    Taguig, National Capital Region, Philippines Globe Telecom Full time

    At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.Job DescriptionThe main KPI for a Collections Expert is to maximize cash recovery and minimize bad debt from a delinquent portfolio. This is achieved...

  • Growth Analytics Expert

    1 week ago

    Taguig, National Capital Region, Philippines Globe Telecom Full time ₱60,000 - ₱120,000 per year

    At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.Job DescriptionThe Growth Analytics Expert will report to the Head of Growth Analytics – Outreach, Conversion and Stickiness. He/She will lead efforts in...

  • Global Expert Team Analyst

    7 days ago

    Taguig, National Capital Region, Philippines Amadeus Full time $300,000 - $900,000 per year

    Job TitleGlobal Expert Team AnalystJob Title:Global Expert Team AnalystIn this role you will:Recover functional and technical Incidents and Requests or escalate them to resolver groups within Amadeus or to Third Parties involved in the service provided.Works autonomously within defined processes and procedures or methodologies, takes standard decisions and...

  • Global Expert Team Analyst

    16 hours ago

    Taguig, National Capital Region, Philippines Amadeus Full time

    Job TitleGlobal Expert Team AnalystJob TitleGlobal Expert Team AnalystIn This Role You WillRecover functional and technical Incidents and Requests or escalate them to resolver groups within Amadeus or to Third Parties involved in the service provided.Works autonomously within defined processes and procedures or methodologies, takes standard decisions and may...

  • Expert Invoice Processing

    3 days ago

    Taguig, National Capital Region, Philippines Bayer Crop Science Full time

    At Bayer we're visionaries, driven to solve the world's toughest challenges and striving for a world where ,Health for all, Hunger for none' is no longer a dream, but a real possibility. We're doing it with energy, curiosity and sheer dedication, always learning from unique perspectives of those around us, expanding our thinking, growing our capabilities and...