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

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
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