ERT Escalation Officer
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Job Location:
Makati City - Philippines
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Description
Requirements
Benefits
Freedom of work Work life balance Free meal and use of gym Opportunities for promotion Competitive salary Pay raise Start-up environment Multi-cultural and Agile work environment Diversified use of technology
- Escalation Control & Case Ownership (Operational Level)
- Assess and triage cases based on severity using defined escalation matrix
- Once escalated own cases end-to-end at the operational level
- Filter cases before elevating to the ERT Lead
- Ensure SLA compliance and case movement efficiency
- Escalate only high-risk sensitive legal-impact or reputational cases
- Handle sensitive conversations and de-escalate operational conflicts
- Protect leadership bandwidth by resolving manageable issues at level
- Improve filtering accuracy to reduce unnecessary leadership escalations
Requirements
- Bachelors degree in Business Operations Management Public Safety or related field (preferred but not required).
- Or 24 years in: Escalations handling Incident management Customer support leadership Safety or operations roles
- 1-2 years of experience in emergency response first aid or a related field is an advantage but not required
- First Aid CPR and AED certifications is a plus
- Strong communication and interpersonal skills
- Empathy and compassion
- Ability to work under pressure and handle sensitive information with confidentiality
- Willingness and ability to work on a shifting schedule
- Must be knowledgeable in different areas within Metro Manila Rizal Cavite Laguna and Bulacan.
Benefits
Benefits
Required Experience:
Unclear Seniority
Key Skills
About Company
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