Home-Based Claims/Resolutions Representative

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee and investigate incoming customer claims related to promotional product orders.

• Examine issues such as incorrect or missing imprints, damaged or defective items, delayed or misdelivered shipments, pricing discrepancies, and billing issues.

• Collaborate with various departments including Production, Art, Sales, Shipping, and Customer Service.

• Determine the root causes of claims and identify suitable resolutions.

• Provide customers with updates on investigations, findings, and resolution options.

• Organize and manage reprints, credits, refunds, replacements, and discounts.

• Ensure that resolutions comply with company policies and authorization levels.

• Keep precise records of claims, outcomes, communications, and resolution steps.

• Assist with trend analysis and process enhancement initiatives.

• Recognize recurring issues and escalate them to the Claims Manager.

• Contribute to improvements in product quality, vendor accountability, and fulfillment accuracy.

⛳️ Requirements

• A high school diploma or GED is mandatory.

• At least 2 years of experience in customer service, claims resolution, or order investigation.

• Excellent verbal and written communication skills in English.

• Willingness to work overnight/graveyard shifts in Philippine time or during US operating hours.

• Proficient in navigating order management, ERP, and CRM systems.

• Skilled in Microsoft Office (Word, Excel, Outlook) and Google Workspace.

• Familiar with the promotional products lifecycle and customization techniques, including screen printing, embroidery, and pad printing.

• Experience collaborating with vendors, decorators, and fulfillment partners.

• Strong analytical and investigative abilities.

• Capable of handling sensitive situations with professionalism and empathy.

• Ability to manage multiple claims concurrently in a dynamic environment.

🏝️ Benefits

• Competitive salary packages that lead the industry.

• Permanent remote work setup.

• Provision of company equipment.

• Employer contribution to government-mandated benefits.

• Internet stipends available upon regularization.

• HMO coverage upon regularization (with the option to enroll as early as Day 1).

• PTO credits and service incentive leaves.

• Engaging spring and winter company live events.

• Monthly virtual events for employee appreciation.

• Access to company-sponsored career skills training courses.

• A company culture dedicated to your personal and professional development.