Resolution Specialist
full-time•Manila•PHP 35k - PHP 40k
About this role
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.
\n- 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
₱35,000 - ₱40,000 a month
Onsite role – full presence in the office during assigned working hours
May require coordination with global teams across different time zones
TimeZone: US Time (Night Shift Local)
Salary: 35,000-40,000
\nWhat you'll do
- The Resolution Specialist handles escalated customer concerns and complex cases requiring thorough investigation. They work closely with cross-functional teams to ensure timely resolutions while maintaining service quality standards.
About Wing Assistant
Wing provides small businesses, startups, execs, and enterprises with the top 1% of remote talent to take over recurring work such as Social Media Management, Executive Assistance, Data Entry, Sales Calling, etc. Wing is your incredible, yet super affordable, team member to whom you can delegate excess work while you do the important things to grow your business.
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Frequently Asked Questions
What does Wing Assistant pay for a Resolution Specialist?
Wing Assistant offers a competitive compensation package for the Resolution Specialist role. The salary range is PHP 35k - 40k per year. Apply through Clera to learn more about the full compensation details.
What does a Resolution Specialist do at Wing Assistant?
As a Resolution Specialist at Wing Assistant, you will: the Resolution Specialist handles escalated customer concerns and complex cases requiring thorough investigation. They work closely with cross-functional teams to ensure timely resolutions while maintaining service quality standards..
Is the Resolution Specialist position at Wing Assistant remote?
The Resolution Specialist position at Wing Assistant is based in Manila, Metro Manila, Philippines. Contact the company through Clera for specific work arrangement details.
How do I apply for the Resolution Specialist position at Wing Assistant?
You can apply for the Resolution Specialist position at Wing Assistantdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.