Senior Escalations Specialist | Day 1 HMO | Up to PHP 60K | …, Makati

Wireless Solutions, Seamless Satisfaction

Leading the telecommunications wave, our client pioneers fixed wireless broadband and fiber networks with unparalleled reliability. By designing and managing their own infrastructure, they empower underserved communities and drive digital innovation. With a focus on collaboration, growth, and impact, they offer a career where your work shapes the future of connectivity and bridges gaps that truly matter.

As a Senior Escalations Specialist, you'll champion exceptional customer experiences by resolving critical complaints, investigating cases, and ensuring top-notch service delivery. This role goes beyond resolutionsit's about creating meaningful change and improving processes that define customer satisfaction.

Job Overview

Employment Type: Full-Time

Shift: Day Shift (Shifting)

Work Setup: Onsite in Ortigas (training) and Makati (official site)

Salary: PHP 55,000 to PHP 60,000

Perks: Day 1 HMO, Above-market salary, Global exposure

Your Daily Tasks

• Handling escalated phone, email, and chat complaints related to service delivery and conduct.
• Responding to and coordinating responses for complaints raised through social media channels and third-party review sites.
• Managing formal complaint processes and cases raised through the Telecommunications Industry Ombudsman (TIO).
• Investigating and resolving complaints to ensure customer satisfaction and effective case management.
• Ensuring compliance with consumer and regulatory requirements for complaint handling.
• Escalating serious issues and complaints to appropriate stakeholders and holding them accountable for resolution.
• Reporting on complaint activities, data, and resolution outcomes.
• Advocating for process improvements to enhance customer experience and compliance.
• Performing duties within service levels and KPIs while adapting to evolving business needs.
• Promptly reporting emerging issues to management with detailed updates.
• Adhering to complaint-handling policies, documenting issues, and delivering timely resolutions focused on customer satisfaction.
• Staying informed on company policies, industry trends, and regulatory requirements related to complaint handling.
• Contributing to documentation, knowledge articles, and training materials to support customer-facing teams.
• Acting as a brand ambassador by representing company values and delivering excellence in customer interactions.
• Completing additional tasks as needed to support customer service.