IER Call Centre Agent
Found in: Talent ZA C2 - 2 weeks ago
Key Performance Areas
- Manage Emergency Calls
- Find solutions to uncommon problems
- Perform administrative duties
Key Tasks
Manage Emergency Calls
- Manage the Integrated Emergency Response (IER) application
- Operate a multi-line telephone console and alert system
- Obtain pertinent information necessary to the dispatch process
- Use the network to exchange information with other law enforcement and/or emergency response units
Find solutions to uncommon problems
- Perform emergency medical dispatch and crisis intervention services
- Determine the level of priority of calls and enter information into computer-aided dispatch system
Perform administrative duties
- Maintain accurate records on each request for assistance
- Any other relevant instructions pertaining to the department and issued by the Manager
Other requirements
- Must have valid driver’s license and own vehicle
- Required to travel
- Attend events as and when required
When the job will be performed
- 24 hours according to a shift roster
Essential Qualifications
- Matric
- BAA / First Aid level 3
Desirable Qualifications
- National Certificate in Emergency Care
Essential Experience
- 2 years experience in an Emergency contact centre
- Customer care experience
- Experience with working shifts
Knowledge and Skills
- Excellent Computer skills
- Understand basic dispatch codes, as well as standard abbreviations
- Excellent communication skills
- Good organising skills
- Time management skills
- Problem solving skills
Attributes
- Able to prioritise a large volume of calls
- Maintain patience and efficiency
- Active listener
- Ability to work under stressful situations
- Responsible
- Accountable
- Honest, hardworking and humble
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