Resolution Specialist Team Leader

Wing Assistant
Philippines
Workplace: OnsiteFull timePHP 45,000 - 50,000 monthlyFunction: Administration & Executive AssistanceExperience: 3-5 yearsSkills: ["Communication","Leadership","Problem-solving"]

Lead, coach, and develop a team of Resolution Specialists to efficiently handle customer escalations, disputes, and high-risk cases. Ensure policy alignment, timely resolutions, and compliance while coordinating with cross-functional teams and maintaining quality documentation in internal systems.

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FursaFursa
Wing Assistant
Wing Assistant
7 months ago

Resolution Specialist Team Leader

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Lead, coach, and develop a team of Resolution Specialists to efficiently handle customer escalations, disputes, and high-risk cases. Ensure policy alignment, timely resolutions, and compliance while coordinating with cross-functional teams and maintaining quality documentation in internal systems.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead, supervise, and coach Resolution Specialists to ensure consistent and effective case handling.
  • •Conduct regular case reviews, quality checks, and performance coaching sessions.
  • •Assign and prioritize escalated cases based on urgency, risk, and SLA requirements.
  • •Coordinate with cross-functional teams (Customer Success, Finance, HR, QA, Legal, and Operations) to resolve cases.
  • •Review and approve resolution recommendations, credits, refunds, or corrective actions (within authority limits)

Pay and Benefits

Salary: PHP 45,000 - 50,000 monthly

Key Requirements

  • •3–5 years of experience in customer escalations, dispute resolution, or customer operations.
  • •1–2 years of people management or team lead experience.
  • •Strong understanding of customer service policies, contracts, and dispute resolution practices.
  • •Excellent written and verbal communication skills.
Experience:3-5 yearsCustomer serviceCustomer escalationsDispute resolution
Skills:CommunicationLeadershipProblem-solving

Company Brief

Wing Assistant
Provides remote virtual assistant and administrative support services, matching businesses with trained assistants for tasks like scheduling, email management, research, and operations to improve productivity and reduce overhead.
Industry: Recruitment Agencies
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