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Complaints and Escalations Specialist at Zepz

Website Zepz

Complaints and Escalations Specialist

About the role:

The Escalation and Complaints Specialists are responsible for handling and resolving complex customer issues that can’t be handled at the frontline level. They will work with customers to identify their concerns, determine the best course of action, and resolve any outstanding issues in a timely fashion. This role requires efficiency in using conflict resolution skills to diffuse situations and prevent further escalation. Adept in active listening to understand the situation and respond appropriately with the best course of action to all types of customers.

Reporting to the Team Manager, Escalations and Complaints, you will:

  • Handle and resolve customer complaints and escalations that came from customers and regulators within the required timeline.
  • Follow the appropriate escalations and complaints management policies and procedures when corresponding with ,customers and regulator.s
  • Identify and document contact drivers and share this to stakeholders and how it affects the daily operations.
  • Showcase appropriate diligence when handling escalations and complaints to ensure the customer’s trust and confidence is retained and the right experience is delivered.
  • Collaborate with different departments to ensure any dependencies with the customer’s issues are resolved.
  • Collaborate with different team managers by sharing best practices and feedback for frontline customer care agents to mitigate customer contacts escalating into a complaint.
  • Participate on projects, ad hoc tasks and provide ideas to contribute on the process improvements for Complaints.
  • Adhere to and comply with all applicable laws, regulations and guidance, including those related to Anti-Money Laundering and Compliance, as well as adhering to company policies and procedures.

What we’re looking for from you:

  • College level education.
  • 2 to 4 years of experience handling customer escalations and complaints in any BPO industry.
  • Flexibility to work onsite.
  • Flexibility to work on any shift schedule which may be subject to change depending on business need.
  • Has strong analytical and problem-solving skills with excellent written and verbal communication.
  • Grace under fire: ability to remain calm during difficult conversations, showcase assertiveness, and demonstrate composure in stressful situations.
  • Creative in solving complex customer issues but is aligned with the complaints and escalations policies and procedures.
  • Must be highly detail-oriented, smart, and quick-witted.


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Complaints and Escalations Specialist at Zepz
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