CMS OPERATOR (CUREPIPE)

JOB SUMMARY The Central Monitoring Station (CMS) Operators essential role is to provide a professional and timely alarm response service to customers. He/She handles all incoming Alarms & CCTVs alerts and ensure that the systems are in good working conditions. KEY RESPONSIBILITES Treatment of alarm and CCTV signals in a professional manner, following approved procedures and processes. Communicate clocking status to relevant stakeholders. Conduct virtual CCTV guard/clocking tours. Communicate software, hardware faults to relevant stakeholders. Closely follow and solve customer issues until issue is closed. Provide high quality customer service and communicating clearly to customers. Communicate with relevant external stakeholders and authorities when required. Raise any system fault to direct supervisor. Be familiar with ALL clients data & locations. Input relevant entries. Transmit and receive telephone calls from/to customers. Dispatch, guide and provide directives to Drivers/Controllers in case of alarm intervention. Always keep the clients database up to date. Report every alarm intervention and intervention time. Report interventions time. Record every clients complaint and report to Management. Report clients technical requests. KEY COMPETENCIES & SKILLS Excellent written and verbal communication in French and English. Excellent leadership skills. Ability to deal with persons of diverse background. Attention to details. High sense of confidentiality. Honesty and integrity. Ability to work under pressure. Ability to work at odd hours/Shift System (Day and Night). Good team spirit. QUALIFICATIONS At least HSC. A previous experience in the security field, call centres or any other similar role would constitute an advantage. Please note that a valid certificate of character is compulsory to be considered for this position.