• Experience handling escalations and/or customer retention in a BPO setting
• Background as an SME, Agent Coach, or Tier 3 Agent is highly preferred
• Strong problem-solving and conflict-resolution skills
• Ability to handle complex customer concerns with empathy and professionalism
• Excellent communication and coaching abilities

Qualifications:

• Previous role in escalations, retention, or advanced support (Tier 3)
• Exposure to mentoring, coaching, or SME responsibilities
• Strong interpersonal skills and ability to influence outcomes
• High adaptability and resilience in high-pressure situations