8mo ago
PHP 35000–40000/yr

Resolution Specialist

Metro ManilaFull Timemid
OtherSolution Specialist
4 views0 saves0 applied
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Quick Summary

Overview

Job Summary The Resolution Specialist is responsible for handling escalated customer concerns, service issues, and complex cases that require thorough investigation and timely resolution.

Technical Tools
customer-successcustomer-support
Job Summary

The Resolution Specialist is responsible for handling escalated customer concerns, service issues, and complex cases that require thorough investigation and timely resolution. This role ensures customer satisfaction, protects company interests, and works closely with cross-functional teams to resolve issues efficiently while maintaining service quality standards.
  • Handle customer escalations referred by Customer Success Managers, Support, or Operations teams
  • Investigate complex service, billing, performance, or compliance-related concerns
  • Communicate professionally with customers to clarify issues, manage expectations, and provide resolutions
  • Document cases, findings, and resolutions accurately in internal systems
  • Recommend corrective actions and process improvements to prevent repeat issues
  • Ensure resolutions are aligned with company policies, contracts, and service agreements
  • Monitor resolution timelines and ensure cases are closed within agreed SLAs
  • Escalate high-risk or sensitive issues to management when necessary
  • At least 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 working on-site in a fast-paced operations environment
  • Conflict resolution and de-escalation
  • Customer-centric mindset with firm boundary setting
  • Time management and prioritization
  • Cross-functional collaboration
  • Policy and contract interpretation
  • CRM and ticketing system proficiency

    • Location & Eligibility

    Where is the job
    Metro Manila
    On-site at the office
    Who can apply
    Same as job location
    Listed under
    Worldwide

    Listing Details

    Posted
    January 21, 2026
    First seen
    March 26, 2026
    Last seen
    October 5, 2026

    Posting Health

    Days active
    193
    Repost count
    0
    Trust Level
    40%
    Scored at
    October 6, 2026

    Signal breakdown

    freshnesssource trustcontent trustemployer trust
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    Resolution SpecialistPHP 35000–40000
    Apply Now