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- 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 required
- Previous 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
Telephone Response Agent - Lagos, Nigeria - MIM Finance Company
Description
Responsibilities: