Escalation & Incident Response Specialist

ECAM Technologies Corporation; Iloilo City; Híbrido; PHP 468 720 - 602 640; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Day 1 HMO for you and two dependents

Annual and Performance-Based Salary In

Additional Leave Credits

Resumo da oferta

ECAM Technologies Corporation is seeking an Escalation Specialist to support client properties and incident resolution. You will handle inbound communications and coordinate with authorities, following client protocols to protect assets and mitigate issues.

The role requires strong written and verbal communication, the ability to manage multiple escalations, and comfort working in shifts. Proficiency in Microsoft Office is expected, with experience in North American client accounts preferred.

Qualificações

• Bachelor’s Degree in any field (Business Management preferred).
• Strong communication skills (verbal and written) and ability to write incident reports.
• Experience in customer service, preferably in BPO and North America clients.
• Ability to manage multiple escalations with varying levels of criticalities.
• Amenable to work in shifts.
• Proficient with Microsoft Office (Outlook, Word, Excel, PowerPoint).

Responsabilidades

• Protect client assets by ensuring proper actions are taken to resolve issues in 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 from clients and authorities about reported properties/events.
• Generate incident trackers documenting actions taken to deter and/or address suspicious activities.
• Communicate effectively in ways that enhance productivity and build respectful relationships with local and North American colleagues and counterparts especially regarding process 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.

Descrição da oferta de emprego

ECAM Technologies Corporation is seeking an Escalation Specialist to support client properties and incident resolution. You will handle inbound communications and coordinate with authorities, following client protocols to protect assets and mitigate issues.

The role requires strong written and verbal communication, the ability to manage multiple escalations, and comfort working in shifts. Proficiency in Microsoft Office is expected, with experience in North American client accounts preferred.