Customer Service Representative (For Pooling)

ECAM Technologies Corporation; Pasig; On-site; PHP 279,000 - 446,000; Full time

Benefits offered by this job

HMO day 1 for you and two dependents

Annual salary increases

Additional leave credits

Job summary

ECAM Technologies Corporation is seeking a Customer Service Representative (Escalation Specialist) to support clients by handling escalations and following defined protocols. You will receive inbound calls and emails from clients and authorities, generate incident trackers, and coordinate with local and North American teams.

The role requires strong communication, prior customer service experience (preferably in BPO/NA clients), ability to manage multiple escalations, and proficiency with

Qualifications

• Bachelor's degree or higher; Business Management preferred.
• Strong communication skills (verbal and written) and ability to write incident reports.
• Previous customer service experience, preferably in BPO and North America clients.
• Ability to manage multiple escalations with varying levels of criticalities.
• High capacity to prioritize escalations per classifications.
• Amenable to work in shifts.
• Experience with Microsoft Office (Outlook, Word, Excel, PowerPoint) required.

Responsibilities

• Protect client assets by ensuring timely actions to resolve issues.
• Follow client protocols and guidelines based on internal and external processes.
• Communicate with applicable authorities (sales, property owners, security personnel, police).
• Receive inbound calls or emails from clients and authorities about reported properties/events.
• Generate incident trackers documenting actions taken to deter/address suspicious activities.
• Communicate effectively to coordinate with local and North American colleagues; align processes.
• Take initiative to learn new tasks and suggest process improvements.
• Perform ad hoc duties including monitoring client sites as needed.

Skills

Communication skills

Report writing

Customer service experience

Escalation management

Prioritization

Shift work

Microsoft Office

Education

Bachelor's degree in any field (Business Management preferred)

Tools

Microsoft Office

Job description

ECAM is looking for talented individuals like you! Be the next Customer Service Representative (Escalation Specialist).

Here at ECAM, we help our clients by placing cameras in known problem locations on our client’s properties. Through innovative technologies and world class standard review process, we view live video streams from these cameras to proactively detect suspicious and/or criminal activity. Any suspicious activities captured are called out to our internal Escalation Management Group (EMG) to further investigate and/or respond to the potential threat to both humans and property.

Job Highlights:

• -Day 1 HMO for you and two (2) of your dependents.
• -Annual and Performance-Based Salary Increase
• -Additional Leave Credits

Duties & Responsibilities:

• Protect client assets by ensuring proper actions are taken to resolve issuesin a timely manner.
  
• Follow client protocols and guidelines based on internal and external processes.
  
• Communicate with applicable authorities (sales, property owners, security personnel, police).
  
• Receive inbound calls or emails coming from clients and authorities about reported properties/events.
  
• Generate incident trackers documenting actions taken to deter and/or address suspicious activities.
  
• Communicates effectively in ways that enhance productivity and builds respectful relationships with local and North American colleagues and counterparts especiallyregardingprocess alignments.
  
• Take initiative to learn new tasks while sharing recommendations for the improvement of process and systems.
• Perform other duties (ad hoc) as assigned from time to time including, but not limited to, the monitoring of client sites depending on the business need.
  

Qualifications:

• Bachelor's Degree in any field (Business Management preferred)
• Strong communication skills (verbal and written communications); and ability to write incident reports.
• Previous experience in a customer service setting, preferably in BPO and North America clients.
• Ability to manage multiple escalations with varying levels of criticalities.
• High capacity to prioritize escalations per assigned classifications.
• Amenable to work in shifts.
• Must have experience with Microsoft Office (Outlook, Word, Excel, Powerpoint required)

Why join ECAM?

At ECAM, we invite you to make a difference. Take over a position that creates community impact.

Get to work with skillful team members and experience limitless growth.

Choose to be exceptional and be part of the never-ending cycle of innovation, transformation, and evolution of surveillance technology.