Customer Escalation Specialist (Spanish Bilingual)

PalmettoClean Technology

Remote - PhilippinesFull-TimeMiddle

Salary540,000 - 820,000 PHP per year

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Job Details

2+ years of experience in customer service and escalations (solar industry preferred).
Fluency in both Spanish and English is required.
Strong solution-based problem-solving skills, especially related to solar energy systems.
Proactive approach to challenges.
Excellent verbal and written communication skills.
Customer-centric mindset.
Ability to manage high-pressure escalations with professionalism and urgency.
Experience with CRM systems (Salesforce preferred) and ticketing tools.
Ability to analyze NPS data and identify customer trends.
Flexibility to support business continuity efforts and assist with frontline operations when needed.

Serve as the primary point of contact for escalated customer issues, managing the escalation process from initiation to resolution.
Quickly assess the nature and severity of escalations, prioritize cases, and develop action plans to address them.
Work directly with customers to understand their concerns, provide timely updates, and ensure their issues are resolved satisfactorily.
Collaborate with internal teams, including customer support, product, business groups, sales, and legal to gather information and resources.
Facilitate meetings and discussions with relevant stakeholders to expedite resolution of escalated issues.
Identify root causes of recurring escalations and work with cross-functional teams to implement corrective actions.
Track and analyze escalation metrics to identify trends and opportunities for improvement.
Partner with the Voice of the Customer (VoC) program to integrate feedback into broader customer experience initiatives.

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