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1826 - Alarm Monitoring Agent - Support

1 month ago

Centurion, South Africa Ctrack Full time

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

**Qualifications and experience**:

- Minimum Matric or equivalent.
- Two years relevant work experience, preferably within a call centre 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.

**Closing Date: 27 February 2025 at 16:00