1655 - Alarm Monitoring Agent - Support

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 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.
Closing Date:  03 July 2024 at 16:00