Retention and Escalations Expert

About the role

Sutherland, a global business process services provider, is looking for a Retention and Escalations Expert in Taguig City. The role suits a strong communicator who enjoys solving problems and turning customer experiences around. You will handle escalated consumer cases across multiple channels and refer valid claims to third-party insurers.

Key responsibilities

• Provide timely, accurate and empathetic support to consumers with Critical, Serious or Sensitive concerns
• Take full ownership of escalated cases from calls, chats, social media and offline reports
• Identify key issues and risks to determine the best course of action
• Make sure consumers feel heard, respected and supported throughout their interaction
• Manage cases end-to-end with attention to detail and completeness
• Refer valid claims to third-party insurers with complete and accurate documentation
• Collaborate across teams to resolve issues swiftly and thoroughly

Required profile

• At least 2-3 years of experience in Escalations or Retention support
• Strong verbal and written communication skills
• Comfortable working onsite in Taguig

You will be measured on a human-first scorecard covering consumer satisfaction, attendance and productivity, accuracy in data handling, and efficiency in managing calls, chats and offline contacts.