Alarm Monitoring Specialist
2 days ago
We are seeking a skilled Alarm Monitoring Agent to join our team at Ctrack. As an Alarm Monitoring Agent, you will be responsible for monitoring and managing risk events within our call centre support division.
Main Job Functions:- Monitor and phone all customer high-risk alarms received.
- Monitor and phone for all movement exception alarms received.
- Activate 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.
- Minimum Matric or equivalent.
- Two years relevant work experience, preferably within a call centre environment.
- Prior experience in customer service, preferably in a call centre or contact centre 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.
- 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.
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