Job Overview

ECC is fully equipped and dedicated Operations room: manned 24/7 by a trained Watch Keeper/ Emergency Coordinator who reports to the ECC Manager. ECC acts as a focal point of communication at collate information from daily operations and to disseminate information as required both to Exera management team and clients, in addition to coordinate and respond to incidents and continued collating information and produce incident reports.

Responsibilities & Authorities

• Receive inquiry calls from clients and relay the information to the designated department.
• Record daily tasks of operations staff with exact time and location.
• Dealing with various occurrences on a daily basis.
• Collecting structured information from client in case of emergency incident and report to duty manager, ensuring accurate information passed through and from the client and management team to coordinate with intervention procedures.
• Develop initial incident reports, Creating and updating databases, incident reports tracking, record keeping, corrective actions monitoring.
• Send the incident reports and other relevant service-related reports to clients.
• Monitor and record the work of assigned officers, experts detail during business assurance operations and emergency interventions.
• Monitoring In-Vehicle Monitoring System (IVMS) / GPS.
• Assign and brief drivers for transportation requests.
• Provision of phone bill top up to Exera Staff and site phones.
• Assist in collecting information from sites to provide intelligence to relevant departments.

Qualification and Requirements

• Bachelor Degree holder or Post graduate degree or relevant vocational qualification is an advantage
• Minimum 2 years of work experiences, preferably experiences related to the role
• Customer service & Client Service skills
• Able to work in Day and Night shift system with work schedule
• Excellent written and spoken English