Resolution Specialist

Wing Assistant
Philippines
Workplace: OnsiteFull timePHP 35,000 - 40,000 monthlyFunction: Customer Support (Service Desk)Experience: 2-3 yearsSkills: ["Communication","Problem-solving","Time management","Cross-functional collaboration","Attention to detail","Documentation"]

The Resolution Specialist handles escalated customer concerns and complex cases, conducting thorough investigations, coordinating with cross-functional teams, and delivering timely resolutions that protect company interests while maintaining service quality. The role focuses on documentation, policy interpretation, and process improvements to prevent recurrence, working onsite in a fast-paced operations environment.

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FursaFursa
Wing Assistant
Wing Assistant
7 months ago

Resolution Specialist

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Last checked: 9 hours agoStatus: Live

Job Summary

The Resolution Specialist handles escalated customer concerns and complex cases, conducting thorough investigations, coordinating with cross-functional teams, and delivering timely resolutions that protect company interests while maintaining service quality. The role focuses on documentation, policy interpretation, and process improvements to prevent recurrence, working onsite in a fast-paced operations environment.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Handle escalated customer concerns referred by Customer Success Managers, Support, or Operations teams; investigate complex service, billing, performance, or compliance-related concerns
  • •Document cases, findings, and resolutions accurately in internal systems; monitor resolution timelines and ensure cases are closed within agreed SLAs
  • •Recommend corrective actions and process improvements to prevent repeat issues; ensure resolutions are aligned with company policies, contracts, and service agreements
  • •Escalate high-risk or sensitive issues to management when necessary
  • •Communicate professionally with customers to clarify issues, manage expectations, and provide resolutions

Pay and Benefits

Salary: PHP 35,000 - 40,000 monthly

Key Requirements

  • •2-3 years of experience in customer support, customer success, dispute resolution, or escalations handling
  • •Strong written and verbal communication skills
  • •Excellent problem-solving and analytical abilities
  • •Ability to remain calm, professional, and objective in high-pressure situations
  • •Strong attention to detail and documentation skills
Experience:2-3 yearsCustomer supportEscalationsOperations
Skills:CommunicationProblem-solvingTime managementCross-functional collaborationAttention to detailDocumentation
Tech Stack:CRMTicketing systems

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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