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Customer Escalation Specialist II
Location
Philippines
Posted
2 days ago
Salary
₱540K - ₱820K / year
Seniority
Mid Level
Job Description
Customer Escalation Specialist II
Palmetto
• Serve as the primary point of contact for escalated customer issues, managing the escalation process from initiation to resolution • Quickly assess the nature and severity of escalations, prioritize cases, and develop action plans to address them • Work directly with customers to understand their concerns, provide timely updates, and ensure their issues are resolved satisfactorily • Collaborate with internal teams, including customer support, product and business groups, sales, and legal, to gather information and resources needed to resolve escalations • Facilitate meetings and discussions with relevant stakeholders to expedite resolution of escalated issues • Advocate for customer needs and ensure that their feedback is communicated to the appropriate teams for further action • Identify root causes of recurring escalations and work with cross-functional teams and the VOC program to implement corrective actions and process improvements • Develop and maintain escalation management procedures and best practices • Track and analyze escalation metrics to identify trends and opportunities for improvement • Ensure that escalations are handled in a manner that reinforces customer trust and loyalty • Provide recommendations to improve overall customer experience based on insights gained from handling escalations • Partner with the Voice of the Customer (VoC) program manager to integrate customer feedback into broader customer experience initiatives
Job Requirements
- 2+ years of experience in customer service and escalations (solar industry preferred)
- Strong solution-based problem-solving skills, especially related to solar energy systems
- A proactive approach to challenges—you come with ideas, not just questions
- Excellent verbal and written communication skills with a customer-centric mindset
- Ability to manage high-pressure escalations with professionalism and urgency
- Experience with CRM systems (Salesforce preferred) and ticketing tools
- Ability to analyze NPS data and identify customer trends
- Flexibility to support business continuity efforts and assist with frontline operations when needed
Benefits
- unlimited PTO
- medical, dental, and vision coverage
- paid parental leave
- retirement plans
- more
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