Getwingapp
Getwingapp3mo ago
PHP 35000–40000/yr

Resolution Specialist

Metro ManilaFull Timemid
OtherResolution Specialist
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Quick Summary

Overview

Job Summary The Resolution Specialist is responsible for handling escalated customer concerns, service issues, and complex cases that require thorough investigation and timely resolution.

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OtherResolution Specialist
Job Summary

The Resolution Specialist is responsible for handling escalated customer concerns, service issues, and complex cases that require thorough investigation and timely resolution. This role ensures customer satisfaction, protects company interests, and works closely with cross-functional teams to resolve issues efficiently while maintaining service quality standards.
  • Handle customer escalations referred by Customer Success Managers, Support, or Operations teams
  • Investigate complex service, billing, performance, or compliance-related concerns
  • Communicate professionally with customers to clarify issues, manage expectations, and provide resolutions
  • Document cases, findings, and resolutions accurately in internal systems
  • Recommend corrective actions and process improvements to prevent repeat issues
  • Ensure resolutions are aligned with company policies, contracts, and service agreements
  • Monitor resolution timelines and ensure cases are closed within agreed SLAs
  • Escalate high-risk or sensitive issues to management when necessary
  • At least 2–3 years of experience in customer support, customer success, dispute resolution, or escalations handling
  • Strong written and verbal communication skills
  • Excellent problem-solving and analytical abilities
  • Ability to remain calm, professional, and objective in high-pressure situations
  • Strong attention to detail and documentation skills
  • Experience working on-site in a fast-paced operations environment
  • Conflict resolution and de-escalation
  • Customer-centric mindset with firm boundary setting
  • Time management and prioritization
  • Cross-functional collaboration
  • Policy and contract interpretation
  • CRM and ticketing system proficiency
  • Listing Details

    Posted
    January 21, 2026
    First seen
    March 26, 2026
    Last seen
    April 24, 2026

    Posting Health

    Days active
    28
    Repost count
    0
    Trust Level
    40%
    Scored at
    April 24, 2026

    Signal breakdown

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    Getwingapp

    Managed virtual assistant service providing remote executive and business support

    Employees
    199
    Founded
    2018
    View company profile
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    GetwingappResolution SpecialistPHP 35000–40000