Escalations Team Manager

Job Summary

Join a growing customer experience team focused on managing high-priority customer concerns and escalation requests. As a Customer Escalations Coordinator, you will serve as the primary point of contact for customers seeking management assistance, helping de-escalate situations, coordinate resolutions, and ensure a seamless customer experience. This role offers the opportunity to work closely with cross-functional teams and leadership while driving customer satisfaction and supporting a strategic escalation management program.

Key Responsibilities

• Manage customer escalation requests and ensure timely acknowledgment, communication, and follow-through.
• Contact customers directly through phone and written communication to understand concerns, provide updates, and set expectations.
• Coordinate with managers and stakeholders to schedule customer discussions and resolution activities.
• Prepare concise customer case summaries, including issue history, customer sentiment, and desired outcomes.
• Track, document, and monitor escalation cases to ensure all follow-up actions are completed promptly.
• Partner with Customer Support, Onboarding, and other internal teams to gather relevant information and maintain stakeholder alignment.
• Route technical, billing, and product-related concerns to the appropriate teams for resolution.
• Monitor escalation trends, identify recurring issues, and provide feedback for process improvements.
• Maintain accurate records, reports, and escalation documentation in accordance with established procedures.
• Participate in quality reviews, coaching sessions, and continuous improvement initiatives.

Qualifications

Minimum Qualifications

• Completed at least 2 years in College or High School Graduate; Bachelor's Degree is an advantage.
• Experience in customer service, customer advocacy, customer relations, or escalations management.
• Strong verbal and written English communication skills with a natural, professional, and customer-focused approach.
• Proven ability to de-escalate customer concerns and manage challenging conversations with empathy and professionalism.
• Strong stakeholder coordination and relationship management skills.
• Experience handling phone-based customer interactions and case management activities.
• Ability to write clear, concise, and well-structured case summaries and escalation reports.
• Strong organizational skills with the ability to manage multiple cases simultaneously.
• Excellent active listening, problem-solving, and decision-making abilities.
• Comfortable working in customer support platforms, ticketing systems, or chat-based environments.
• Must be willing to work onsite in Taguig City.
• Must be amenable to work primarily on a night shift schedule and be flexible to work on shifting schedules based on business requirements.

Preferred Qualifications

• Background in customer escalations, customer advocacy, retention, complaints management, or executive support functions.
• Experience coordinating with leadership teams and cross-functional stakeholders.
• Exposure to customer support platforms such as Intercom or similar ticketing systems.
• Strong attention to detail and process-oriented mindset.
• Experience identifying trends and recommending process improvements.

Why Join Us

At Cognizant, we don't just offer jobs—we build careers that thrive in the digital era.

• Growth That Matters – Clear career paths, continuous learning, and opportunities to move into leadership or specialized roles. You're not just filling a seat—you're building a future.
• Support That Empowers – A collaborative culture where your voice is heard, your ideas matter, and your well-being is prioritized through strong benefits and work-life balance.
• Impact That Inspires – Work on global accounts that shape industries, influence millions of users, and give you a sense of purpose beyond the paycheck.

Ready to take the next step Apply today!