Escalation Specialist at ECAM in Iloilo, PH, Iloilo, Philippines

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

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.