Retention and Escalations Expert

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
• At least 2-3 years of experience in Escalations or Retention support
• Strong verbal and written communication skills
• Comfortable working onsite in Taguig
• 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.

Additional Information

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!

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