L2 Customer Service Representative - Escalations (Night Shift, Hybrid)

About the role

We are seeking an experienced professional to join our Retention and Revenue team. In this role, you will resolve escalated customer issues across billing, subscriptions, and eCommerce, turning complex problems into opportunities to retain customers and grow revenue.

Work Information

• Schedule is rotating night shift schedule that could start at 9pm MNL

• Work set up is Hybrid

  • Fully onsite during training period of two months (MOA or BGC office)
  • Primarily remote after training period

Required Experience

• Bachelor’s degree or equivalent relevant experience.
• 2+ years of customer support experience, ideally in eCommerce or subscription services.
• Proven track record handling escalations and resolving billing or account issues.
• Experience with retention, save offers, or revenue-focused conversations is strongly preferred.
• Working knowledge of CRM tools such as Salesforce, Zendesk, or equivalent.

Key responsibilities

• Resolve escalated billing, subscription, and eCommerce cases with accuracy and speed, within established service-level targets.
• Own cases end-to-end, including documentation, follow-up, and cross-functional coordination through resolution.
• Partner with frontline agents and leadership to triage complex issues and coach toward consistent outcomes.
• Identify churn signals early and apply tailored retention strategies to protect the customer relationship.
• Guide customer conversations from problem-solving to value, balancing customer advocacy with policy and business objectives to deliver fair, defensible outcomes.
• Handle order inquiries end-to-end, including status, cancellations, returns, and refunds, and investigate order exceptions with warehouse, logistics, and finance partners.
• Resolve billing disputes, subscription changes, and payment issues, processing adjustments, refunds, and plan changes within established authority limits.
• Save at-risk customers with targeted retention offers and recommend products or plans that fit their needs.
• Contribute to retention and acquisition campaigns through high-quality customer conversations and meet revenue targets without compromising customer trust or policy compliance.
• Support review and resolution of disputes and potential fraud-related cases, maintaining compliance with company policies, financial controls, and data protection requirements.
• Escalate complex payment, fraud, or risk cases to finance or specialist teams and track them through resolution.
• Surface trends and insights from escalations to inform frontline coaching, training, and process improvements.
• Partner with cross-functional teams to remove friction in customer journeys and improve operational workflows.
• Maintain accurate, thorough case documentation and records in support and CRM systems.
• Meet or exceed established performance expectations, retention targets, and quality standards.
• Maintain current knowledge of products, services, and policies through ongoing training and self-directed learning.