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