Escalation & Incident Response Specialist

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 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