Customer Complaints Specialist (Voice)

Complaints Specialists are highly skilled customer service professionals responsible for managing complex customer cases that require advanced investigation, cross-functional coordination, and resolution management. This role serves as the second level of support within the Customer Service Center and handles issues that cannot be resolved by Tier 1 agents.

The Complaints Specialist acts as the primary owner of escalated cases, ensuring that customer concerns are resolved accurately, promptly, and professionally while maintaining excellent customer satisfaction.

The role is responsible for handling:

• Escalated complaints from Tier 1 support
• Accident and safety-related incidents
• Social media escalations and reputation-sensitive cases
• Lost and Found cases
• Customer complaints requiring investigation
• Cases requiring coordination with Operations, Fleet, Safety, Driver Management, Finance, Legal, Marketing, and other relevant departments
• VIP and high-impact customer concerns
• Service recovery and customer retention initiatives

The Complaints Specialist ensures all cases are managed within agreed Service Level Agreements (SLAs) while maintaining high-quality customer interactions and delivering excellent customer experience.

Qualifications:

• Willing to be based in Cebu City
• Receive and manage customer complaints escalated from Tier 1 support channels.
• Conduct detailed investigations to identify root causes and determine appropriate resolutions.
• Handle accident and incident-related cases in coordination with relevant departments.
• Manage social media escalations and reputation-sensitive customer concerns.
• Handle Lost and Found cases and coordinate recovery efforts between passengers, drivers, and operations teams.
• Collaborate with internal departments to obtain information necessary for case resolution.
• Act as the primary case owner from escalation until final resolution.
• Ensure customers receive timely updates throughout the investigation process.
• Review customer interactions, documentation, and transaction history to support investigations.
• Recommend resolutions, goodwill gestures, or compensation requests based on company policies.
• Escalate critical, sensitive, or high-risk cases to management when necessary.
• Maintain accurate and complete case documentation within company CRM systems.
• Monitor case aging and ensure compliance with internal and external SLA requirements.
• Identify complaint trends and recurring issues and provide recommendations for process improvement.
• Support continuous improvement initiatives to enhance customer experience and complaint resolution processes.
• Maintain professionalism and empathy while handling difficult customer interactions.