Retention and Escalations Expert
Sutherland
Retention and Escalations Expert at Sutherland is a full time role based in Taguig City, NCR, Taguig City, NCR, Philippines. It was published on 10 June 2025 and was open at last check.
| Role | Retention and Escalations Expert |
|---|---|
| Company | Sutherland |
| Location | Taguig City, NCR, Taguig City, NCR, Philippines |
| Employment type | Full Time |
| Published | 10 June 2025 |
| Status | Open at last check |
About Sutherland
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results.
Are you a strong communicator with a passion for solving problems and turning customer experiences around? We're looking for a Retention and Escalations Expert to join our dynamic team!
Key Responsibilities:
- Provide timely, accurate, and empathetic support to consumers with Critical, Serious, or Sensitive concerns
- Take full ownership of escalated cases from various channels (calls, chats, social media, offline reports)
- Accurately identify key issues and risks to determine the best course of action
- Ensure that consumers feel heard, respected, and supported throughout their interaction
- Manage cases end-to-end with attention to detail and completeness
- Refer valid claims to 3rd Party Insurers with complete and accurate documentation
- Collaborate across teams to resolve issues swiftly and thoroughly
You’ll Be Measured On:
- Human-first scorecard
- Consumer satisfaction
- Attendance & productivity
- Accuracy in data handling
- Efficiency in managing calls, chats, and offline contacts
- At least 2-3 years of experience in Escalations or Retention support
- Strong verbal and written communication skills
- Comfortable working onsite in Taguig
If you're a problem-solver, a great listener, and thrive in high-stakes support environments, we want to hear from you!
Apply now and be part of a team that puts people first.
Create your free OnJob profile to apply — we'll take you to Sutherland's application after sign-up. · Posted 10 Jun 2025.
Retention and Escalations Expert at Sutherland — questions answered
What does the Retention and Escalations Expert role at Sutherland pay?
Sutherland does not publish a salary on this Retention and Escalations Expert listing, so OnJob shows no figure for it rather than an estimate. For what this role pays across the market, the OnJob salary guides aggregate the live listings that do disclose pay.
Where is the Retention and Escalations Expert role at Sutherland based?
Sutherland lists this Retention and Escalations Expert role in Taguig City, NCR, Taguig City, NCR, Philippines, advertised as full time work at that location. Larger employers sometimes cover several sites under one city name, so confirm the exact office with Sutherland before you apply.
Is the Retention and Escalations Expert role at Sutherland still open?
The Retention and Escalations Expert posting at Sutherland was open at OnJob's last check of the employer's careers page, having been published on 10 June 2025. OnJob re-checks source listings on each build and marks a role closed once it disappears, but listings can close without notice, so the employer's own page is the final word.
How do you apply for the Retention and Escalations Expert role at Sutherland?
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