On-site - Makati 1-3 Yrs Exp Bachelor Full-time

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Job Description

Job Title: Escalations Specialist – Automotive Campaign

Location: MAKATI

Reports to: Team Leader / Operations Manager

Role Overview

As an Escalations Specialist, you are the highest point of contact for resolving complex and sensitive customer issues within our Automotive campaign. You will manage cases that require advanced problem-solving, deep empathy, and the authority to make critical decisions. Your goal is to turn frustrated vehicle owners into brand advocates by providing swift, fair, and professional resolutions.

Key Responsibilities

• High-Level Case Management: Take ownership of escalated calls and tickets from Tier 1 agents involving vehicle malfunctions, warranty disputes, and service delays.
• De-escalation Excellence: Use advanced communication techniques to calm frustrated customers and rebuild trust in the...