About Sutherland
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results.
Are you a strong communicator with a passion for solving problems and turning customer experiences around? We're looking for a Retention and Escalations Expert to join our dynamic team!
Key Responsibilities:
- Provide timely, accurate, and empathetic support to consumers with Critical, Serious, or Sensitive concerns
- Take full ownership of escalated cases from various channels (calls, chats, social media, offline reports)
- Accurately identify key issues and risks to determine the best course of action
- Ensure that consumers feel heard, respected, and supported throughout their interaction
- Manage cases end-to-end with attention to detail and completeness
- Refer valid claims to 3rd Party Insurers with complete and accurate documentation
- Collaborate across teams to resolve issues swiftly and thoroughly
You’ll Be Measured On:
- Human-first scorecard
- Consumer satisfaction
- Attendance & productivity
- Accuracy in data handling
- Efficiency in managing calls, chats, and offline contacts
- At least 2-3 years of experience in Escalations or Retention support
- Strong verbal and written communication skills
- Comfortable working onsite in Taguig
If you're a problem-solver, a great listener, and thrive in high-stakes support environments, we want to hear from you!
Apply now and be part of a team that puts people first.
Skills Required
- At least 2-3 years of experience in Escalations or Retention support
- Strong verbal and written communication skills
- Comfortable working onsite in Taguig
Sutherland Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sutherland and has not been reviewed or approved by Sutherland.
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Flexible Benefits — Flexible scheduling and work-from-home arrangements are offered on certain programs, supported by remote-work infrastructure and virtual IT support. Program-specific flexibility is emphasized for “Sutherland Anywhere” roles.
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Leave & Time Off Breadth — Paid time off and paid training are positioned as standard elements, with some materials also highlighting flexible vacation days. Core leave features are presented as part of the baseline package.
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Strong & Reliable Incentives — Performance incentives, bonuses, and commissions are available on selected programs to supplement base pay. Goal-linked earnings opportunities are described for certain functions.
Sutherland Insights
What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman
