Retention and Escalations Expert

Company Description

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland
Unlocking digital performance. Delivering measurable results.

Job Description

Are you a strong communicator with a passion for solving problems and turning customer experiences around? We're looking for a Retention and Escalations Expert to join our dynamic team!

Key Responsibilities:

• Provide timely, accurate, and empathetic support to consumers with Critical, Serious, or Sensitive concerns
• Take full ownership of escalated cases from various channels (calls, chats, social media, offline reports)
• Accurately identify key issues and risks to determine the best course of action
• Ensure that consumers feel heard, respected, and supported throughout their interaction
• Manage cases end-to-end with attention to detail and completeness
• Refer valid claims to 3rd Party Insurers with complete and accurate documentation
• Collaborate across teams to resolve issues swiftly and thoroughly

You’ll Be Measured On:

• Human-first scorecard
• Consumer satisfaction
• Attendance & productivity
• Accuracy in data handling
• Efficiency in managing calls, chats, and offline contacts

Qualifications

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

Additional Information

If you're a problem-solver, a great listener, and thrive in high-stakes support environments, we want to hear from you!

Apply now and be part of a team that puts people first.