Customer Support Representative (Escalations) | Night Shift | WFH After Training

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Internal Job Title: Customer Support Advocate (Escalations)
Location: MOA or BGC, Metro Manila
Work Set-Up: Onsite training for 3 months; can transition to WFH after training
Note: Must be willing to do Hybrid if required in the future
Schedule: Night Shift (9:00 PM – 6:00 AM Manila Time)

About Our Client:

Our client is a leading smart home security company based in the United States, specializing in wireless security cameras, video doorbells, floodlights, and other connected home security products. Their products combine high-definition video, intelligent detection features, wireless connectivity, and smart-home integration to help customers protect their homes and businesses.

About the Role:

In this role, you will serve as a key point of contact for complex customer concerns, high-priority cases, and escalated issues that require thoughtful investigation and resolution. You will listen to customers, understand the root cause of their concerns, identify appropriate solutions, and work with internal teams and external partners when necessary to drive issues toward resolution. The ideal candidate is a strong communicator and critical thinker who can remain calm under pressure, exercise sound judgment, and confidently handle challenging customer situations. While technical expertise is not the primary focus of the role, candidates should have a basic understanding of troubleshooting and networking concepts and be comfortable supporting consumer technology products.

Duties and Responsibilities:

• Respond to customer escalations and related requests within established service-level targets.
• Handle complex customer concerns, complaints, and high-priority cases across phone, email, and other support channels.
• Assess customer situations, identify potential root causes and risks, and determine appropriate action plans to drive timely resolution.
• Proactively monitor high-priority cases and provide customers with timely updates and guidance throughout the resolution process.
• Demonstrate empathy, active listening, negotiation, and de-escalation skills when handling challenging customer interactions.
• Coordinate with internal departments and external partners to investigate customer concerns and ensure appropriate resolutions are delivered within defined timelines.
• Communicate customer feedback, case updates, and resolution status clearly and accurately to internal stakeholders.
• Identify recurring customer concerns and provide feedback to frontline support teams to help improve processes and the overall customer experience.
• Handle escalations originating from social media, online communities, and other customer-facing channels while helping protect the company's brand reputation.
• Escalate potential safety, hazard, or legal concerns to the appropriate internal teams in accordance with established policies and procedures.
• Support returns, replacements, and related customer service workflows by coordinating with relevant internal and supply chain teams when necessary.
• Maintain accurate, thorough, and timely documentation of customer cases, interactions, investigations, and resolutions.
• Work collaboratively with cross-functional teams on customer investigations, projects, and process improvement initiatives.
• Maintain up-to-date knowledge of the client's products, services, policies, and procedures through ongoing training and self-directed learning.
• Meet or exceed established performance, quality, and customer experience expectations.
• Perform other related duties and responsibilities as assigned by leadership.

Qualifications:

• Bachelor's degree in any field.
• At least 2 years of customer service experience, preferably supporting consumer technology, retail, telecommunications, or other customer-facing environments.
• At least 2 years of experience handling escalations, complex customer concerns, technical support, retention, or complex case management.
• Experience supporting consumer electronics, connected devices, telecommunications, internet services, or similar technology products is highly preferred.
• Experience as a Team Leader, SME, QA, Trainer, Retention Specialist or Escalation Specialist is an advantage but is not required.
• Tenured Customer Service Representatives with strong escalation-handling and customer management experience are highly encouraged to apply.
• Excellent verbal and written communication skills, with the ability to communicate clearly, professionally, and confidently with customers and internal stakeholders.
• Strong critical thinking, analytical, judgment, and problem-solving skills, with the ability to investigate issues and determine appropriate solutions.
• Strong customer-centric mindset with demonstrated ability to empathize with customers and effectively manage difficult or challenging interactions.
• Strong negotiation, persuasion, and de-escalation skills.
• Basic troubleshooting and networking knowledge,
• Strong attention to detail and ability to maintain accurate case and ticket documentation.
• Ability to manage multiple priorities, adjust to changing situations, and meet strict service-level and performance expectations.
• Ability to remain calm, professional, and effective when handling stressful or high-pressure customer situations.
• Receptive to feedback and committed to continuous learning and improvement.
• Willing to work a permanent night shift schedule (9:00 PM – 6:00 AM Manila Time).
• Willing to work onsite during the initial training period, with the possibility of transitioning to a hybrid or work-from-home arrangement in the future.