Customer Complaints Specialist

2 days ago

Philippines Manila Recruitment Full time

Company Profile

Founded in 2023, our Telecommunications client, was built because businesses deserve a provider that's reliable, fast, and obsessed with delivering the best tools for business communication.

They are passionate about business communications, continuity, collaboration, and productivity. That means they are also dedicated delivering better service, support, and reliability – and making business phone systems and internet easier and more convenient for our clients.

They also know that future-focused businesses deserve future-ready solutions like WhatsApp integration, call recording, on-hold marketing, remote working solutions, and call reporting.

This is a great opportunity for a Customer Service Specialist to join a fast-growing telecom company. Be part of a supportive team, grow your skills, and build a long-term career as the company continues to expand.

Job Overview

This role is dedicated to managing customer complaints, escalations, and complex service issues within a fast-growing telecommunications company. You will take ownership of each case end-to-end — investigating issues, coordinating with technical teams, recovering dissatisfied customers, and ensuring long-term solutions that prevent repeat problems.

You will be the primary point of contact when customers need the highest level of support, requiring empathy, strong communication skills, analytical thinking, and a proactive mindset. This role directly influences customer satisfaction, service quality, and overall business reputation.

Duties and Responsibilities

Complaints Handling & Escalations

  • Serve as the main contact for customer complaints, escalations, and high-priority service issues.
  • Take full ownership of cases from intake to closure.
  • Perform thorough root-cause analysis to identify real, underlying issues.
  • Coordinate with Technical Support, Network Teams, and Business Operations to deliver permanent fixes.
  • Provide timely updates to customers via phone and email, managing expectations clearly.
  • Use empathy and professionalism to de-escalate emotional or sensitive situations.

Service Recovery & Customer Experience

  • Apply proven service recovery techniques to turn negative experiences into positive outcomes.
  • Identify recurring issues and propose process or system improvements.
  • Ensure every interaction reflects reliability, responsiveness, and customer care.

Documentation & Reporting

  • Maintain complete and accurate records of all complaints and resolutions.
  • Prepare clear, concise complaint reports summarising findings and outcomes.
  • Track complaint metrics (resolution time, recurrence, root causes, trends).

Collaboration & Support

  • Work with offshore/remote staff, guiding them on handling complex cases.
  • Mentor junior CS team members on best practices and difficult conversations.
  • Participate in internal meetings to improve overall customer service frameworks.
Requirements
  • 3–4 years of experience in complaints handling, escalations, or service recovery, ideally in telecoms/VoIP.
  • Strong understanding of telecom/VoIP systems and typical service issues.
  • Proven ability to convert dissatisfied customers into satisfied, loyal ones.
  • Excellent verbal and written communication; empathetic and clear under pressure.
  • Experience using CRM systems (HubSpot preferred).
  • Strong organisational skills; able to manage multiple complex cases simultaneously.

Job Type: Direct Employment

Employment Type: Full-time

Location: Remote

Work Schedule: Monday to Friday | 4:00 AM - 12:00 PM Philippine Time (9:00 AM - 5:00 PM UK time)

Industry: VOIP/Telecommunication

  • Customer Care Specialist

    4 weeks ago

    , , Philippines Maxicare Healthcare Corporation Full time

    Overview Join to apply for the Customer Care Specialist role at Maxicare Healthcare Corporation . Responsibilities Issues Letter of Authority after assessment of coverage, professionally explains non-coverage rationale to members Screens assess and process availment cases based on procedures and benefit applications guidelines Responds to inquiries and...

  • Customer Care Specialist

    4 weeks ago

    , , Philippines Travel + Leisure Co. Full time

    Customer Care Specialist page is loaded## Customer Care Specialistlocations: Philippinestime type: Full timeposted on: Posted Todayjob requisition id: R- **We Put the World on Vacation**Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle...

  • Customer Success Specialist

    6 days ago

    Philippines Shell Deutschland GmbH Full time

    , Philippines Job Family Group:Customer Operations Worker Type:Regular Posting Start Date:October 21, 2025 Business unit:Experience Level:Early Careers Job Description:What's the roleThis job forms part of the Order to Delivery Journey and provides high quality frontline Customer facing service to support the Retail End to End integrated team (General...

  • Customer Application Specialist

    1 week ago

    Philippines Roche Full time ₱300,000 - ₱600,000 per year

    At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections,  where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure...

  • Customer Support Specialist

    6 days ago

    Philippines Alphanumeric Systems Full time ₱300,000 - ₱600,000 per year

    Overview:Alphanumeric is seeking candidates with a passion for customer service (bilingual English and Cantonese), who are able to problem-solve with a focus on strategic thinking. In this role, Commercial Support Specialists will be responding to commercial inquiries relating to pharmaceutical orders, logistics, temperature, and storage excursion questions....

  • Customer Care Specialist

    4 weeks ago

    , Pampanga, Philippines Travel + Leisure Co. Full time

    We Put the World on Vacation Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and...

  • Customer Support Specialist

    1 week ago

    Philippines Holafly Full time ₱60 - ₱80 per year

    About the RoleAs a Customer Service Representative at Holafly, you'll be the first point of contact for our travelers around the world. You'll assist customers through chat, email, and video calls, helping them stay connected wherever they go. Your main goal will be to deliver an outstanding experience by solving inquiries efficiently, guiding users through...

  • Customer Specialist

    6 days ago

    Philippines Boldr Full time ₱45,000 - ₱75,000 per year

    A LITTLE BIT ABOUT BoldrBoldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.We are a global team, united by our desire to connect diverse people with common values by leveraging AI and empowering our team members to do meaningful human work...

  • Customer Support Specialist

    4 weeks ago

    , , Philippines MicroSourcing Full time

    Customer Support Specialist (Custom Production) MicroSourcing IT Tower 2, Cebu City Work setup: Onsite | Day shift (AEST) Why Join MicroSourcing? Competitive Rewards: enjoy above‑market compensation, healthcare coverage from day one, paid time‑off with cash conversion, group life insurance, and performance bonuses. A Collaborative Spirit: contribute to a...

  • Customer Support Specialist

    6 days ago

    Philippines Alt Legal Full time ₱80,000 - ₱120,000 per year

    We are looking to add a Customer Support Specialist to our growing team. You can find more information below Customer Support Specialist at Alt Legal (Remote)Location: RemoteThe Company:Alt Legal is a forward-thinking company changing how trademark professionals manage global intellectual property. Trusted by over 1,000 global law firms, IP boutiques, and...