English - Customer Care Specialist (Tier 2)

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. 

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.

What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

It started with one ridiculously good idea - Create a different breed of BPO! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion; exploring new technologies, being ready to handle any challenge in a moment’s notice, mastering consistency in an ever-changing world – that’s what it takes to get there. If that's something you want to be apart of, apply today! 

What does a Customer Care Specialist really do? Think of yourself as the backbone of the company. Imagine going to work with one primary goal: to provide the absolute best, world-class customer experience to our premium clients. You will act as a true brand ambassador, combining empathy with deep product expertise to resolve inquiries accurately, efficiently, and respectfully in every single interaction. 

Responsibilities:

• Track and follow complex, escalated cases to ensure they are investigated and closed in an efficient and timely manner.

• Maintain high customer satisfaction, representing a major brand through advanced case handling.

• Experience in technical-based customer assistance and backend tracking through voice, chat, email, WhatsApp, and other channels.

• Handle deep-tier investigations independently, resolving issues like missing orders, payment anomalies, and logistics discrepancies.

• Make judgment-based decisions within policy guidelines, handling exceptions and customer appeasements.

• Esclate exceptionally complex cases by contacting Level 3 support, Transport, or Accounting when outside L2 scope.

• Previous experience dealing with the challenges faced in an escalation-focused, customer-centric role.

• Advanced problem-solving and critical thinking skills to analyze system gaps (OMS, DC, Finance).

• A passion for problem-solving with the customer's interest and satisfaction being the primary goal.

• Support and guide Level 1 teammates with your expertise on complex topics like warranties and advanced logistics.

• Ability to become part of the customers in their purchase journey. Everything from understanding their needs and celebratory life moments, to answering product and inventory related questions, through processing customer and payment details.

• Fashion Savvy.

• Manage marketplace cases and post-launch review platforms to protect brand reputation.

• Ability to effectively and correctly communicate verbally and in written format.

• Other duties as assigned.

Role Requirements:

• Must be fluent in English (C1/C2/Native) speaking and writing.

• Minimum 2-3 years experience in Customer Support, technical support, or escalations, especially with fashion functions.<