JOB SUMMARY
The Central Monitoring Station (CMS) Operators essential role is to provide a professional and timely alarm response service to customers. He/She handles all incoming Alarms & CCTVs alerts and ensure that the systems are in good working conditions.
KEY RESPONSIBILITES
- Treatment of alarm and CCTV signals in a professional manner, following approved procedures and processes.
- Communicate clocking status to relevant stakeholders.
- Conduct virtual CCTV guard/clocking tours.
- Communicate software, hardware faults to relevant stakeholders.
- Closely follow and solve customer issues until issue is closed.
- Provide high quality customer service and communicating clearly to customers.
- Communicate with relevant external stakeholders and authorities when required.
- Raise any system fault to direct supervisor.
- Be familiar with ALL clients data & locations.
- Input relevant entries.
- Transmit and receive telephone calls from/to customers.
- Dispatch, guide and provide directives to Drivers/Controllers in case of alarm intervention.
- Always keep the clients database up to date.
- Report every alarm intervention and intervention time.
- Report interventions time.
- Record every clients complaint and report to Management.
- Report clients technical requests.
KEY COMPETENCIES & SKILLS
- Excellent written and verbal communication in French and English.
- Excellent leadership skills.
- Ability to deal with persons of diverse background.
- Attention to details.
- High sense of confidentiality.
- Honesty and integrity.
- Ability to work under pressure.
- Ability to work at odd hours/Shift System (Day and Night).
- Good team spirit.
QUALIFICATIONS
- At least HSC.
- A previous experience in the security field, call centres or any other similar role would constitute an advantage.
Please note that a valid certificate of character is compulsory to be considered for this position.
