Escalations & Retention Specialist

On-site - Manila | 1-3 Years Experience | Diploma | Full-time

Job Description

• Handle critical customer escalations via voice and written channels (email/chat).
• Investigate and resolve complaints from high-profile clients or sensitive cases.
• Identify root causes and collaborate with internal teams to develop resolutions.
• Ensure customer satisfaction and drive retention efforts.
• Maintain accurate records of escalations and resolutions.

Qualifications

• At least HS or SHS Undergrad or College Graduate
• C1 level English proficiency (both spoken and written communication)
• 2–3+ years of experience in: Customer service or customer experience roles
• Retail operations, ideally in food and beverage
• Handling high-level complaints or escalations
• Experience in managing corporate/enterprise-level clients is a plus

Working Location

If the position ...