Retention and Escalations Expert

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! Key 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.