Minimum Requirements and Competencies

• Bachelor’s degree in information Technology, Security Management, or a Business related field
  
• Diploma/Certificate in any Customer Service course.
  
• Minimum of 2 years’ experience working in busy Call Centre within a commercial business setting.
  
• Tech-Savvy, well conversant with Microsoft Office, excel and Power Point and capable of quickly learning new software applications.
  

• Acts as the 24/7 focal point for all security coordination and communications as directed by the Security Specialist or Security Focal Points
  
• Operates as the 24/7 single point of contact (POC) for triaging all emergencies and networking to the appropriate resource while maintaining an electronic log of all incidents.
  
• Serves as command and control node for routine and emergency situations by maintaining communications with the security guard force personnel, the security site supervisor/manager and the Security Specialist/Security Focal Points.
  
• Operates all emergency communications equipment to include UHF/VHF/HF radios, satellite phones, landlines, vehicle tracking system and cell phones.
  
• Frequent, proactive monitoring and tracking all client’s and vendor vehicles on mission using the ‘Track 24’ platform in tandem with radio/cell-phone checks with the drivers.
  
• Monitors the CCTV system for the country Office and acts as initiator for shelter in place and lock down protocols
  
• Conduct daily checks to ensure that all client’s security monitoring , tracking and operating systems are functional and reports any faults to the client’s Security Specialist.
  
• Maintains an updated list of point of contact numbers and residence locations for all international and national Client’s residential Staff/Consultants and VMs.
  
• Providing customers with the organization’s service and product information.
  
• Completing call notes and call reports as necessary and updating them.
  
• Obtaining and evaluating all relevant data to handle complaints and inquiries.
  
• Recording details of comments, inquiries, complaints, and actions taken.
  
• Give feedback to the client on complaint.
  
• Conduct periodic equipment inspections and routine tests in order to ensure that operations standards are met.
  
• Update all monthly reports and share with the head of the department on monthly basis as per the deadlines issued.