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Customer Escalation Specialist Spanish Bilingual

Talentmate

Philippines

17th July 2026

2607-19139-103

Job Description

JOB CODE: FTCSR2 - 07082026 - AN
40 hours per week
Time Zone: Doja Qatar Timezone

Key Responsibilities

Provide advanced customer support via phone, email, and chat, resolving complex customer inquiries and service-related issues.
Investigate, troubleshoot, and resolve escalated customer concerns while ensuring timely and effective solutions.
Coordinate with internal departments, carriers, and third-party partners to resolve logistics, shipping, and service-related issues.
Monitor customer cases through to resolution, providing proactive updates and maintaining a high level of customer satisfaction.
Accurately document customer interactions, issue resolutions, and follow-up activities within CRM or customer support systems.
Identify recurring issues and recommend process improvements to enhance the customer experience.
Assist in mentoring or supporting Tier 0–1 representative by sharing knowledge and best practices when needed.
Meet established service level agreements (SLAs), quality standards, and customer satisfaction targets.

Qualifications

Previous experience in Customer Service, Tier 2 Support, Call Center, Client Support, or a similar customer-facing role is preferred.
Fluent in English; proficiency in Spanish is a strong plus.
Experience in the Logistics, Shipping, Freight Forwarding, or Supply Chain industry is highly preferred.
Excellent verbal and written English communication skills with a neutral to minimal accent (North American or British accent preferred).
Strong troubleshooting, problem-solving, and conflict resolution skills with the ability to handle escalated customer concerns.
Comfortable supporting customers through phone, email, and live chat.
Proficient in CRM systems, customer support platforms, and multitasking across multiple software applications.
Highly organized with strong attention to detail and the ability to manage multiple customer cases simultaneously.
Quick learner who can adapt to new systems, processes, and changing business needs.
Positive, customer-focused mindset with a commitment to delivering exceptional customer experiences.
Reliable, dependable, and interested in building a long-term career in customer support.

Job Details

Role Level:	Not Applicable	Work Type:	Full-Time
Country:	Philippines	City:	Manila National Capital Region
Company Website:	http://www.rippedboxstation.com	Job Function:	Customer Service
Company Industry/ Sector:	Outsourcing and Offshoring Consulting

What We Offer

About the Company

Searching, interviewing and hiring are all part of the professional life. The TALENTMATE Portal idea is to fill and help professionals doing one of them by bringing together the requisites under One Roof. Whether you're hunting for your Next Job Opportunity or Looking for Potential Employers, we're here to lend you a Helping Hand.

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