The Central Monitoring Station (CMS) Operator’s 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.

DUTIES & RESPONSIBILITIES

-         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 client’s database up to date.

-       Report every alarm intervention and intervention time.

-       Report intervention’s time.

-       Record every client’s complaint and report to Management.

-       Report client’s technical requests.

SKILLS AND COMPETENCIES:

-       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 AND EXPERIENCE:

-       At least HSC

-       A previous experience in the security field, call centers or any other similar role would constitute an advantage