Retention and Escalations Expert

Sutherland
Philippines
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 2-3 yearsSkills: ["Communication"]

The role focuses on retaining customers and resolving escalations across multiple channels. You’ll own high-stakes cases end-to-end, identify issues and risks, provide empathetic support for critical concerns, and collaborate with cross-functional teams to ensure customers feel heard and supported while maintaining data accuracy.

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FursaFursa
Sutherland
Sutherland
1 year ago

Retention and Escalations Expert

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Last checked: 8 hours agoStatus: Live

Job Summary

The role focuses on retaining customers and resolving escalations across multiple channels. You’ll own high-stakes cases end-to-end, identify issues and risks, provide empathetic support for critical concerns, and collaborate with cross-functional teams to ensure customers feel heard and supported while maintaining data accuracy.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management

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

Key Requirements

  • •2-3 years of experience in Escalations or Retention support
  • •Strong verbal and written communication skills
  • •Comfortable working onsite in Taguig
Experience:2-3 yearsCustomer service
Skills:Communication
Languages:English

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor