Telephone Response Agent

Responsibilities:

• Handle Incoming Calls: Answer incoming calls from clients, monitoring stations, and emergency services in a professional and courteous manner.
• Assess and Prioritize Calls: Quickly assess the nature of each call to determine the level of urgency and take appropriate action based on established protocols and procedures.
• Dispatch Security Personnel: Coordinate and dispatch security personnel to respond to alarms, incidents, and client requests in a timely manner.
• Monitor Alarm Systems: Monitor alarm systems and security equipment, including CCTV cameras, intrusion detection systems, and access control systems, to identify and respond to security breaches and potential threats.
• Provide Customer Support: Provide assistance, guidance, and reassurance to clients during emergency situations, ensuring they feel supported and informed throughout the process.
• Document and Report Incidents: Accurately document all incoming calls, incidents, and actions taken in accordance with company policies and procedures.
• Collaborate with Team Members: Work closely with other Telephone Response Agents, security personnel, and support staff to ensure effective communication and coordination of response efforts. 

Requirements:

• University or Polytechnic degree/diploma or equivalent required
• Previous experience in a customer service, call center, or security-related role preferred.
• Excellent communication skills, both verbal and written, with the ability to remain calm and composed under pressure.
• Strong problem-solving skills and the ability to make quick, effective decisions in emergency situations.
• Proficiency in using computer systems, WhatsApp and software applications for data entry, communication, and incident reporting.
• Ability to work rotating shifts, including nights, weekends, and holidays, in a 24/7 operation.

Working Conditions:

• This position requires working in a fast-paced, high-pressure environment with frequent exposure to stressful situations.
• Telephone Response Agents may be required to work rotating shifts, including nights, weekends, and holidays, to ensure 24/7 coverage