Alarm Monitoring Agent for CTrack | onsite Centurion

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:

1. Monitoring and phoning of all customer high-risk alarms received.
2. Monitoring and phoning for all movement exception alarms received.
3. Activation of time-specific events and zones according to customer expectations.
4. Initiate Phase 1 Recovery Channel for stolen and hijacked vehicles.
5. Handover Phase 1 Recovery process to Phase 2 Escalations.
6. Assist with all track and position requests.
7. Assist with all quick report requests.
8. Complete all required internal and external reports.
9. Assist and handle all level 1 associated queries and escalations.
10. Ensure all queries are escalated to the correct channels.

Qualifications and experience:

• Minimum Matric or equivalent.
• Two years of relevant work experience, preferably within a call center environment.
• Prior experience in customer service, preferably in a call center or contact center environment.
• Proficiency in Microsoft Outlook, Word and Excel.
• Fluent in English, preferably bilingual in Afrikaans.
• Must be computer literate.
• Good knowledge of customer relationship management (CRM) systems and basic computer proficiency.
• Flexibility to work in shifts, including weekends and holidays, as per business requirements.

Skills required:

• Good written and verbal communication skills.
• Excellent problem-solving and analysis.
• Good decision making.
• Exceptional customer service and interpersonal skills.
• Strong attention to detail and accuracy.
• Ability to handle difficult customer situations with empathy and professionalism.
• Ability to multi-task, prioritize, and manage time effectively.