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 requiredPrevious 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