We are hiring an Alarm Monitoring Agent
This position is responsible for the monitoring and management of risk events within the call centre support division.
Main job functions:
- Monitoring and phoning of all customer high risk alarms received.
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Monitoring and phoning for all movement exception alarms received.
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Activation of time specific events and zones according to customer expectations.
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Initiate Phase 1 Recovery Channel for stolen and hijacked vehicles.
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Handover Phase 1 Recovery process to Phase 2 Escalations.
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Assist with all track and position requests.
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Assist with all quick report requests.
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Complete all required internal and external reports.
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Assist and handle all level 1 associated queries and escalations.
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Ensure all queries are escalated to the correct channels.
Qualifications and experience:
- Minimum Matric or equivalent.
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Two years relevant work experience, preferably within a call centre environment.
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Prior experience in customer service, preferably in a call center or contact center environment.
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Proficiency in Microsoft Outlook, Word and Excel.
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Fluent in English, preferably bilingual in Afrikaans.
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Must be computer literate.
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Good knowledge of customer relationship management (CRM) systems and basic computer proficiency.
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Flexibility to work in shifts, including weekends and holidays as per business requirements.
Skills required:
- Good written and verbal communication skills.
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Excellent problem-solving and analysis.
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Good decision making.
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Exceptional customer service and interpersonal skills.
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Strong attention to detail and accuracy.
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Ability to handle difficult customer situations with empathy and professionalism.
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Ability to multi-task, prioritize, and manage time effectively.
Closing Date: 26 September 2024 at 16:00
