Wireless Solutions, Seamless Satisfaction

Leading the telecommunications wave, our client pioneers fixed wireless broadband and fiber networks with unparalleled reliability. By designing and managing their own infrastructure, they empower underserved communities and drive digital innovation. With a focus on collaboration, growth, and impact, they offer a career where your work shapes the future of connectivity and bridges gaps that truly matter.

As a Senior Escalations Specialist, you'll champion exceptional customer experiences by resolving critical complaints, investigating cases, and ensuring top-notch service delivery. This role goes beyond resolutions—it's about creating meaningful change and improving processes that define customer satisfaction.

Job Overview

Employment Type: Full-Time

Shift: Day Shift (Shifting)

Work Setup: Onsite in Ortigas (training) and Makati (official site)

Salary: PHP 55,000 to PHP 60,000

Perks: Day 1 HMO, Above-market salary, Global exposure

Your Daily Tasks

• Handling escalated phone, email, and chat complaints related to service delivery and conduct.
• Responding to and coordinating responses for complaints raised through social media channels and third-party review sites.
• Managing formal complaint processes and cases raised through the Telecommunications Industry Ombudsman (TIO).
• Investigating and resolving complaints to ensure customer satisfaction and effective case management.
• Ensuring compliance with consumer and regulatory requirements for complaint handling.
• Escalating serious issues and complaints to appropriate stakeholders and holding them accountable for resolution.
• Reporting on complaint activities, data, and resolution outcomes.
• Advocating for process improvements to enhance customer experience and compliance.
• Performing duties within service levels and KPIs while adapting to evolving business needs.
• Promptly reporting emerging issues to management with detailed updates.
• Adhering to complaint-handling policies, documenting issues, and delivering timely resolutions focused on customer satisfaction.
• Staying informed on company policies, industry trends, and regulatory requirements related to complaint handling.
• Contributing to documentation, knowledge articles, and training materials to support customer-facing teams.
• Acting as a brand ambassador by representing company values and delivering excellence in customer interactions.
• Completing additional tasks as needed to support customer service.

• A minimum of 5 years of BPO experience.
• Proven expertise in handling formal customer complaints and escalations.
• Amenable to work at both Ortigas and Makati sites.
• Experience with Telecommunications Industry Ombudsman (TIO) complaints is highly desirable.
• Excellent written English skills and confident verbal communication abilities.
• Experience in a senior or leadership position.
• Proficiency in managing complex issues related to billing, service quality, and sales matters.
• Strong de-escalation skills, customer empathy, and a solutions-oriented approach.
• Demonstrated track record of delivering excellent customer experiences.
• Superior written and verbal communication skills.
• Strong active listening skills with the ability to empathize with customers’ concerns.
• Exceptional organizational skills.
• Ability to work effectively under pressure and manage multiple priorities.
• A strong results-driven mindset with a focus on achieving outcomes.
• Ability to work independently, show initiative, and be proactive.
• Proficient computer skills with confidence in learning new technical tools.

Your Gateway to Great Perks

• Day 1 HMO coverage with free dependent
• Competitive package
• Day shift schedule
• Prime office location in Ortigas and Makati, near MRT stations, restaurants, and banks
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit ****)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

Welcome to Emapta Philippines!

Discover a world of possibilities at Emapta, where your career takes flight in stability and growth. Join a team that thrives on camaraderie, supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration, innovation, and personal development.

With a wide roster of international clients from various industries and a proven track record of success, Emapta offers a stable foundation for your career. Team up with like-minded professionals passionate about making a meaningful impact through premium global opportunities. Apply now and create a better future with us!

#EmaptaExperience

To take the next step in your application process, please visit our website and complete your candidate profile.

When completing your application on our career site, please make sure to select Bossjob as your source of application.