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.