National Emergency Control Centre Operator

Job description

KEY RESPONSIBILITIES

• Accept inbound-emergency calls and ensure that the response and recovery process flows smoothly and in accordance with all approved SOP’s and policies;
• Maintain the ability to obtain all the required critical information from highly stressed and/or traumatised customers;
• Liaise with company recovery personnel, private recovery partners and law enforcement agencies throughout the activation and recovery process;
• Accurately capture all progress on and or activities relating to response and recovery;

• Continuously update the response and recovery teams; Direct recovery personnel to the locations of activated vehicles;
• Navigate and utilise multiple systems and screens during the activation, tracking and recovery process;
• Compile reports on stolen and/or recovered vehicles;
• Ensure Customer Service Standards are maintained, and queries are resolved in a professional manner aligned to company’s principles and values;
• Adhere to internal and external SOP’s, SLA’s and MOU’s; Provide inbound and outbound services to both existing and prospective customers and partners;
• Report deviations to the shift supervisor and/or NECC manager;
• Work in a highly pressurised and stressful environment; Have a thorough and clear understanding of the nature of the Department and of company as a business;
• Contribute towards enhancements and developments within the Department; and Constantly strive towards providing an above average customer experience.

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Minimum requirements

KEY REQUIREMENTS

• Matric (Grade 12) or equivalent acceptable qualification;
• Registration with the Private Security Industry Regulatory Authority or ability to register within a timeframe set by company;
• No criminal record or pending cases (Applicant will be subjected to a criminal check and pre-employment polygraph examination);
• At least one (1) years’ experience in the vehicle tracking industry or 3 years’ experience in a similar private security industry environment; E
• mergency Control Centre or Customer Service experience in a Call Centre or similar working environment;
• Excellent listening, verbal and written skills; Fluent in English (speak, read and write); Ability to think proactively and take initiative to best serve our customer needs;
• Ability to handle pressurised, stressful and/or traumatic situations; Must be able to work shifts as per the approved shift roster, including weekends and public holidays;
• Must be willing to perform paid standby shifts as required – planned and unplanned; Driver’s licence and own reliable transport;
• Understand the importance of team work and social cohesion; Be able to work in a disciplined environment with strict operational policies and rules;
• Be able to take instructions and follow processes and procedures; Computer literate with typing skills of at least 35 word per minute;
• Attention to detail and accuracy; and Cultural adaptability and social tolerance.

The following will serve as an advantage: Police or Emergency Service experience; and Working experience in a vehicle crime investigation environment.

Inherent Requirements

• Matric (Grade 12) or equivalent acceptable qualification
• Registration with the Private Security Industry Regulatory Authority or ability to register within a timeframe set by company
• At least one (1) years’ experience in the vehicle tracking industry or 3 years’ experience in a similar private security industry

What Qualification

Matric

Minimum Qualification

Certificate

Status

Available