Retention and Escalations Expert

Location: Onsite in Taguig City, Philippines

Company

hirify.global provides AI, automation, cloud engineering, advanced analytics, and business process services for global brands.

What you will do

• Provide timely, accurate, and empathetic support for critical, serious, and sensitive consumer concerns.
• Own escalated cases from calls, chats, social media, and offline reports through resolution.
• Identify key issues and risks and determine the appropriate course of action.
• Manage cases end-to-end with accurate, complete documentation and detailed follow-through.
• Refer valid claims to third-party insurers and collaborate across teams to resolve issues.

Requirements

• 2–3 years of experience in escalations or retention support.
• Strong verbal and written communication skills.
• Comfortable working onsite in Taguig City, Philippines.
• Ability to manage calls, chats, and offline contacts accurately and efficiently.

Culture & Benefits

• Work in a customer-support environment focused on human-first service.
• Performance is measured through consumer satisfaction, attendance, productivity, data-handling accuracy, and contact-management efficiency.
• Collaborate with multiple teams to resolve high-stakes consumer issues.