Customer Service / CMCC Operator

Electronic Security Systems Corporation (ESSCOR); Makati; On-site; PHP 335,000 - 469,000; Full time

Job summary

Electronic Security Systems Corporation (ESSCOR) is seeking a customer service specialist to support a busy call center in Makati. The role involves handling inbound and outbound calls, addressing alarm signals, and coordinating with clients to ensure prompt service.

The position requires 2–3 years in a call center, professional communication, and strong listening skills. You will work with ESSCOR teams on system testing and alarm monitoring, contributing to high SLA performance.

Qualifications

• 2–3 years of call center experience.
• Professional phone etiquette.
• Excellent listening and conflict-resolution skills.

Responsibilities

• Manage all inbound and outbound calls in a timely and professional manner.
• Attend alarm signals and fault calls to meet SLA.
• Handle customers' complaints via phone or correspondence professionally.
• Update and maintain records on all customers, e.g., Keyholder updates.
• Generate and submit reports to clients and internal departments.
• Perform Virtual Guard Tours (VVGT) on schedule.
• Manage cases and tasks created by CMCC to CS to action.
• Work as a team and ensure call center service level is met.
• Resolve customer queries efficiently and escalate problems promptly.
• Work with ESSCOR team to assist on system testing and alarm monitoring.
• Performs other related duties as may be assigned from time to time.

Skills

Call center experience

Phone etiquette

Listening and conflict resolution

Job description

Qualifications

• 2-3 minimum years of experience in a call center environment

• Professional phone etiquette

• Exceptional listening and conflict resolution skills

Key Responsibilities

• Manage all inbound and outbound calls in a timely and professional manner

• Attend alarm signals and fault call reported to achieve the Service Level Agreement (SLA)

• Handle customers' complaints via phone or correspondence professionally

• Update and maintain a proper record on all customers like Keyholder updates

• Generating and submitting reports to clients and internal departments

• Performing of Virtual Guard Tours (VVGT) on schedule

• Manage the Cases and tasks created by CMCC to CS to action

• Work as a team and ensure that the call center service level is met

• Resolve customer queries efficiently and **escalate** problems/issues promptly

• Working with Esscor team to assist on system testing and alarm monitoring

• Performs other related duties as may be assigned from time to time.