[Hiring] Home-Based Claims/Resolutions Representative @DCX

Role Description

We are looking for a Home-Based Claims/Resolutions Representative to join a leading U.S.-based supplier in the promotional products industry. In this role, you will manage and investigate customer claims on promotional product orders, from incorrect or missing imprints and damaged products to shipping, pricing, and billing concerns. You will work closely with internal departments to identify root causes, communicate findings and resolution options to customers with professionalism and empathy, and help drive improvements in product quality, vendor accountability, and fulfillment accuracy.

Qualifications

• High school diploma or GED required; bachelor's degree in Business Administration, Communications, or a related field is an advantage.
• 2 years of experience in customer service, claims resolution, or order investigation, ideally within the promotional products industry or a similar custom manufacturing environment.
• Strong verbal and written English communication skills.
• Ability to work overnight/graveyard shifts in Philippine time or within US operating hours.
• Comfortable navigating multiple systems, including order management, ERP, and CRM platforms.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and Google Workspace.
• Familiarity with the promotional products lifecycle, including customization methods (e.g., screen printing, embroidery, pad printing).
• Strong analytical and investigative skills.
• Ability to handle sensitive situations with professionalism and empathy.
• Ability to manage multiple claims simultaneously in a fast-paced environment.

Requirements

• Effectively manages multiple claims and cases at once while meeting strict resolution deadlines.
• Maintains a high level of accuracy in claims records, case notes, resolution actions, and reports.
• Communicates clearly, professionally, and empathetically with customers and internal teams, especially in sensitive or escalated situations.
• Investigates discrepancies, identifies root causes, and resolves order, product, shipping, and billing issues efficiently.
• Strong understanding of claims handling, de-escalation techniques, and case management procedures within CRM and order management systems.

Benefits

• Salary Range: PHP 35,000 - 40,000
• Industry-leading salary packages
• Permanent work-from-home setup
• Company equipment provided
• Government-mandated benefits employer share
• Internet stipends upon regularization
• HMO Coverage upon regularization (with an option to enroll as early as Day 1)
• PTO credits and service incentive leaves
• Major spring and winter company live events
• Monthly employee appreciation virtual events
• Company-provided career skills training courses
• A company culture focused on your personal and professional growth