ERT Escalation Officer
- 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
- Bachelor’s degree in Business, Operations Management, Public Safety, or related field (preferred but not required).
- Or 2–4+ 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