Opportunity at
SutherlandRetention and Escalations Expert
Sutherland is hiring a Retention and Escalations Expert on-site in Taguig, Manila. The role handles critical, serious or sensitive consumer concerns from calls, chats, social media…
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About This Role
Sutherland is hiring a Retention and Escalations Expert on-site in Taguig, Manila. The role handles critical, serious or sensitive consumer concerns from calls, chats, social media and offline reports, owns escalated cases end to end, and refers valid claims to third-party insurers with complete documentation.
Job Description
Sutherland is hiring a Retention and Escalations Expert on-site in Taguig, Manila. The role handles critical, serious or sensitive consumer concerns from calls, chats, social media and offline reports, owns escalated cases end to end, and refers valid claims to third-party insurers with complete documentation.
Responsibilities
- Own escalated cases from all channels end to end
- Identify key issues and risks to choose the right next step
- Refer valid claims to third-party insurers with full documentation
- Work with other teams to resolve issues quickly
Requirements
- At least 2-3 years of experience in escalations or retention support
- Strong verbal and written communication skills
- Comfortable working onsite in Taguig
Qualifications
- Strong listening skills and empathy with consumers
- Comfort working in high-stakes support environments
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this job on-site?
Yes. The posting asks candidates to be comfortable working onsite in Taguig.
What experience is needed?
At least two to three years of experience in escalations or retention support is required.
Is a salary stated?
No. The posting does not mention a salary.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.