Escalation Specialist

ECAM; Pasig; On-site; PHP 420,000 - 600,000; Full time

Job summary

ECAM is seeking an Escalation Specialist to serve as the SME for the monitoring center and to manage escalations from the detection team. You will ensure timely actions, follow protocols, and coordinate with authorities and clients to protect assets.

On-site role in Metro Manila, with potential evening, weekend, and holiday shifts. Fresh graduates welcome; a degree is a plus and security/ surveillance exposure is advantageous.

Qualifications

• Excellent communication, both verbal and written.
• Ability to multitask across multiple applications with accuracy.
• Strong security mindset and urgency in decision making.
• Experience in handling escalations and coordinating with authorities is a plus.

Responsibilities

• Protect client assets by resolving issues promptly.
• Follow client protocols and guidelines.
• Communicate with authorities, property owners, and security personnel.
• Receive inbound calls or emails from clients and authorities.
• Document actions in incident trackers for investigations.
• Coordinate with North American colleagues on process alignment.
• Learn new tasks and suggest process improvements.
• Ad hoc monitoring of client sites as needed.

Skills

Verbal and written communication

Multitasking

Security mindset

Adaptability

Attention to detail

Education

Bachelor's degree preferred

Tools

Microsoft Office

Job description

ECAM is looking for talented individuals like you! Be the next Escalation Specialist.

The Escalation Specialist acts as the Subject Matter Expert of the monitoring center when it comes to processingescalations coming from the detection team. This includes but is not limited to handling and processing escalations, taking proper actions in a timely manner, following protocols and guidelines, etc. The goal is to make sure that the customer value is maintained by securing and deterring any possible crimes across all properties.

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 especiallyregarding 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.

Qualifications:

• Possess a Bachelor's/ College Degree is a plus but not required.

• Fresh graduates are welcome to apply.

• Career shifters are welcome to apply.

• Experience in Security/ Armed Forces/ Protective Services, Video Surveillance Monitoring or equivalent is a plus
  but not required.

• Experience in determining the severity of threats and escalating as necessary.

• Experience in efficiently navigating through various systems and tools.

• Experience in maintaining detailed incident logs and providing information for investigations.

• Experience in handling difficult or upset customers with professionalism.

• Excellent verbal and written communication skills.

• Knowledgeable in Microsoft Office suite including Word and Excel, Outlook email, etc.

• Required language(s): English

• Maintain strict confidentiality of client information, security footage, incident data, and company processes inaccordance with company policies and applicable regulations.

• Ability to multitask across multiple applications while maintaining accuracy.

• Makes timely decisions using available information and established procedures

• Ability to convey information verbally or written clearly and professionally to other parties such as authorities,
  clients, and stakeholders.

• Strong security and safety mindset.

• Strong sense of urgency.

• Ability to manage multiple escalations/events simultaneously while prioritizing tasks.

• Critical thinking is a must. Must have the ability to analyze, evaluate, and synthesize information in a thoughtful
  and reflective manner.

• Willing to work in onsite.

• Open to work during evenings, weekends, and holidays

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.