Customer Service Operations Analyst - BGC, Taguig, Philippines

Hammerjack Pty Ltd; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a Security Operations Center (SOC) Operator to support 24x7 operations in the Philippines. Responsibilities include monitoring access control signals, reviewing CCTV feeds, and responding to alarms with calm, professional dispatch.

You will coordinate emergency notifications, document actions, and produce routine security reports while maintaining precise logs. The role requires strong multitasking, exceptional attention to detail, and excellent English

Qualifications

• Ability to operate a computer keyboard and read/understand directives, policies and procedures.
• Handle multiple priorities efficiently with interruptions.
• Maintain high accuracy, memory and attention to detail.
• Listen and understand directions, both verbal and written.
• Deal with customer service issues with tact and diplomacy, confidentially.
• Work under stress and manage tasks simultaneously.
• Communicate ideas and prepare reports and logs in English.

Responsibilities

• Monitor and interpret signals from the access control system including duress/ intrusion alerts.
• Review video surveillance feeds and acknowledge alarms when applicable.
• Control access to areas using electronic and mechanical means.
• Plot incident scenes using refined grid maps and coordinates.
• Provide emergency dispatch and pre-arrival instructions for incidents.
• Initiate site-wide emergency and routine notifications via PA system.
• Document responses via prescribed email notifications to security management.
• Generate daily door alarm reports and monitor root causes and remediation.
• Prepare and maintain daily/weekly/monthly security and event reports.
• Log shift activity and perform administrative duties as assigned.

Skills

Multitasking

Attention to detail

Organizational skills

Communication

Confidential handling

English proficiency

Customer service

Job description

General Description:

Supports client 24x7 SOC operation, rotation shift

Main Responsibilities:

• Monitors, receives and interprets signals received on the access control system (to include duress signals, intrusion alarm signals, etc.)
• Monitors and review video surveillance feeds and alerts, and acknowledges the alarms in the system, where applicable
• Controls access to areas through the use of electronic and mechanical access control
• Establishes exact coordinates and plots incident scene activities through the use of refined grid maps
• Performs emergency dispatch, crisis intervention and provide pre-arrival instructions for emergency, medical, security incident, and other events as reported
• Initiates site-wide emergency and routine notifications via public announcement system
• Documents responses through prescribed email notification to MMP security management
• Generates daily door alarm reports (door forced open, door held open, break glass instances, etc.) and monitor for root cause and remediation
• Generate and maintain daily, weekly, and monthly security and event reports to summarize findings, trends, and anomalies
• Logs shift activity and other administrative functions as assigned

Requirements

• Ability to operate a computer keyboard and to read and understand a variety of written materials such as directives, policies, and procedures.
• Ability to handle multiple priorities / tasks efficiently with interruptions.
• Possess strong organizational skills, high level of accuracy, and attention to detail with excellent memory retention.
• Ability to listen and understand directions, information and ideas presented verbally and in writing.
• Ability to handle a variety of customer service issues with tact and diplomacy in a confidential manner and verbally solicit and obtain relevant information through radio and telephone communications.
• Ability to deal effectively with a variety of individuals under highly stressful situations and perform various tasks simultaneously.
• Ability to fluently speak, read and write in local language(s) and English to the extent of giving and understanding written orders, verbal instructions, and being capable of composing reports which convey complete and accurate information, as well as to read maps.
• Ability to communicate ideas effectively, including the preparation of reports and logs.

Desired experience in any of the following:

• Public or private sector security organization, preferably in similar SOC environment
• Law Enforcement Dispatch
• Emergency Services / Emergency Response / Medical Response / CPR / First Aid

We thank all applicants for your interest and regret to inform that only shortlisted candidates will be notified.