Operation Hours: Monday–Sunday, 8:30 AM – 9:00 PM NSW Time (6:30 AM – 7:00 PM Manila
Time), up to 12:00 AM on Thursdays
Hours: Full Time, 8 hours/day, 40 hours/week
Schedule: Rotating shifts may apply
About the Role
We’re looking for a solution-focused Escalations Agent to manage complex or high-priority customer cases. You’ll be the go-to person for issues that require specialized attention, supporting our front-line Customer Service Consultants and ensuring every customer has a seamless experience.
In addition, you will help strengthen team capability by monitoring case handling trends, providing feedback and guidance to frontline consultants, and supporting the development of team skills and autonomy.
What You’ll Do
- Handle escalated customer enquiries related to warranties, service, delivery, and claims
- Use Zendesk or similar CRM platforms to document and track cases accurately
- Collaborate with internal teams to resolve complex issues efficiently
- Provide guidance and support to front-line Customer Service Consultants
- Identify trends and propose process improvements for better customer experiences
- Ensure all interactions comply with consumer laws, data privacy, and company policies
- Monitor case handling trends and team performance to provide feedback, guidance, and coaching that helps develop consultant skills, confidence, and autonomy
- 2+ years of customer service experience, ideally with escalations, warranties, claims, or retail support
- Experience using Zendesk or other CRM platforms
- Strong problem-solving skills and ability to handle high-pressure situations
- Excellent written and verbal communication skills
- High level of empathy, emotional intelligence, and conflict resolution ability • Proactive and collaborative mindset
- Dual monitor setup
- Reliable high-speed internet with backup power and equipment • Proficiency with Microsoft Office Suite
What We’re Looking For
Technical Requirements