CAREERS
Escalation Agent
Location: Aseana 2, Parañaque City
Status: Full-Time | Onsite
Job Description:
The Escalation Agent is responsible for handling complex, urgent, or unresolved customer issues that frontline agents cannot fully address. This role requires advanced problem-solving skills, strong communication, and the ability to coordinate with multiple departments to ensure efficient resolution and excellent customer experience.
Key Responsibilities:
- Handle escalated customer concerns received from frontline support (voice or non-voice).
- Investigate issues thoroughly and provide accurate, timely resolutions.
- Review case details, documents, and customer history to determine the best solution.
- Communicate with internal teams (billing, tech support, operations) for coordination and follow-ups.
- Provide clear explanations, updates, and final resolutions to customers.
- Ensure all escalated cases are documented properly in the CRM or ticketing system.
- Follow escalation procedures, service-level agreements (SLAs), and company policies.
- Identify trends in escalations and recommend improvements to reduce recurring issues.
- Assist in mentoring or supporting frontline agents when needed.
- Maintain professionalism and composure when handling sensitive or high-pressure situations.
Qualifications:
- High School/Senior High Graduate or College Level/Graduate.
- Preferably with experience in customer service, escalation handling, or a supervisory role.
- Strong communication skills (verbal and written).
- Excellent problem-solving, analytical, and decision-making abilities.
- Ability to handle difficult conversations and de-escalate customers effectively.
- Knowledge of CRM tools and customer support systems.
- Strong attention to detail and ability to work with minimal supervision.
- Willing to work on shifting schedules, weekends, and holidays.
Preferred Skills (Optional):
- Experience in BPO, telecommunications, e-commerce, or technical support.
- Background in quality assurance, complaints handling, or case management.
