Controller Hillcrest

2 days ago

Newcastle, KwaZulu-Natal, South Africa The Wright Recruitment Full time
Surveillance and Response Controller

Currently seeking a Surveillance and Response Controller for a leading tracking company based in Durban.

Duties & Responsibilities
  1. ALERT (INCIDENT) MANAGEMENT
    • All Alerts: Establish contact with the client, investigate the alert and resolve / refer / escalate accordingly.
    • Attend to both General and Bureau alerts on the ERP Systems.
    • Attend to all alerts within max 5-7min prior to alert escalation.
  2. VEHICLE ENROLMENT
    • Enrol vehicles as per on-boarding document from KAS department when required.
    • Vehicle recovery coordination.
    • Coordination of stolen / hijacked vehicle recoveries with response teams.
    • Assist with information for the compilation of recovery reports.
    • Refer to Supervisor if situation indicates.
  3. FAULT REPORTING
    • Report technical faults to EOS Department.
    • Report engineering faults to Engineering Department.
    • Report account queries to KAS Department.
  4. AUTOCAM ANALYSIS AND REPORTING
    • Monitoring of incidents generated by the User Interface (UI) and viewing and analysing of the footage captured by the Autocams.
    • Maintain the 24-hour Service Level Agreement in place with our AutoCam customers (next day reporting).
    • All incidents reported on need to be verified to ensure the quality is suitable prior to distribution of footage to the customer.
    • Screening of different camera footage for offenses according to client specifications.
    • Ensure the daily activity report is completed and e-mailed to your supervisor by close of business each day.
  5. AUTOFUEL
    • Checking and validating all daily AutoFuel incidents and providing a report to the customer.
    • Maintain the 24-hour Service Level Agreement in place with our AutoFuel customers (next day reporting).
    • Ensure the correct data is received and the fuel sensors are working correctly.
  6. QUERY MANAGEMENT
    • Attend to all customer queries as per Code of Practice for each specific query.
    • Escalation of queries to relevant departments if required.
    • Escalation of difficult / unique queries to Shift Supervisor when required.
  7. REPORTS
    • Reports done by Shift Supervisor.
    • Assist with reports when required.
  8. ADHOC ASSISTANCE TO SCHEDULING & KAS DEPARTMENTS
    • Assist Scheduling Department with scheduling or re-scheduling bookings.
    • Assist KAS Departments with enrolling of vehicles or as otherwise required.
    • Assist with health checks on units.
  9. DEPARTMENT MAINTENANCE & ADMINISTRATION
    • Phone line test – 6 hourly.
    • Speed verification report – 6 hourly.
Desired Experience & Qualification
  • Matric
  • Excellent command of the English language, a second language would be advantageous – Afrikaans, Zulu, Xhosa, etc.
  • Excellent attention to detail (emergency responder) and impeccable time management (shift work).
Package & Remuneration
  • Start Date: ASAP
  • R7, per month including a R1, shift allowance per month, which covers any shift that falls on a Sunday and / or Public Holiday.
  • R medical aid contribution.
  • Hours: 12-hour shifts – 2 x day shifts, followed by 2 x night shifts, followed by 4 x days off.

Interested? Please apply via PNET.

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