Escalations/SME

Company Description TELUS Digital is a global digital services organization that designs lasting experiences for customers and employees while driving future-ready digital transformation. The team acts as the brand behind many well-known brands, combining deep product advocacy with advanced technology expertise to improve customer journeys and solve complex business challenges. TELUS Digital delivers integrated solutions spanning digital IT services, cloud, AI-powered automation, trust and safety, AI data solutions including computer vision, and front-end digital design and consulting. Its proprietary Fuel iX™ GenAI engine helps enterprises rapidly and responsibly move from AI pilots to production across diverse environments and applications. Guided by Humanity-in-the-loop principles, TELUS Digital uses technology, human ingenuity, and a purpose-driven mindset to achieve remarkable outcomes and support inclusive communities worldwide.

Role Description This full-time, on-site Escalations/SME role is based in Mckinley West, Taguig. The Escalations/SME professional will oversee complex customer issues and escalations, acting as a subject matter expert to resolve concerns efficiently and maintain high service quality. Day-to-day responsibilities include analyzing cases, identifying root causes, providing guidance to frontline customer support teams, and ensuring timely and accurate resolution of escalated tickets. The role will collaborate with cross-functional partners to improve processes, document best practices, and share knowledge through coaching, training, and feedback sessions. This position also involves monitoring trends, preparing reports on escalation patterns, and recommending improvements that enhance customer experience and operational performance.

Qualifications

• Strong experience in escalation handling and Escalations Management, with the ability to take ownership of complex cases and drive resolution.
• Solid Customer Support background, including direct interaction with customers and coordination with support teams to ensure consistent service quality.
• Demonstrated Analytical Skills for root-cause analysis, issue prioritization, and data-based decision-making.
• Excellent Communication skills, both written and verbal, to clearly explain issues, resolutions, and recommendations to diverse audiences.
• Experience working in a fast-paced, technology-driven or BPO/contact center environment is highly beneficial.
• Proficiency in using ticketing systems, CRM tools, and standard office productivity software.
• Strong organizational skills, attention to detail, and the ability to manage multiple escalations simultaneously.
• Comfort working on-site in Mckinley West, Taguig with flexibility for shifting schedules as needed.