Incident Management Specialist

7 days ago


Auckland, Auckland, New Zealand Tangram Full time

Tangram's Customer Service Liaison – Security Operations plays a crucial role in ensuring the safety and security of our clients. This individual will be responsible for managing a variety of security alerts, ensuring swift, effective responses to incidents, and maintaining the highest levels of customer service.

This is an exciting opportunity to work in a dynamic, fast-paced environment, responding to a variety of security alerts and maintaining the highest levels of customer service. You will be part of a supportive and dynamic team, ensuring that all dispatch operations run smoothly, with a focus on accuracy, timeliness, and professionalism.

About the Role:

  • Managing a variety of security alerts, ensuring swift, effective responses to incidents
  • Maintaining the highest levels of customer service, responding to client inquiries, and resolving issues promptly
  • Investigating delays or service failures and ensuring comprehensive incident reports are sent

About You: We are looking for someone who thrives in a fast-paced environment and can maintain composure under pressure.

You should have:

  • A minimum of 12 months' experience in a customer service, monitoring, or dispatch centre environment
  • Strong communication skills, with an excellent command of English (both written and verbal)
  • Experience working with CRM systems, phone systems, and monitoring interfaces
  • A positive, professional, and friendly phone manner
  • Strong problem-solving skills and the ability to take ownership of tasks
  • An eye for detail and the ability to manage confidential information with discretion

As a valued member of our team, you can expect:

  • Day shift roster from 06:00 to 16:00, Monday to Friday
  • A fixed-term position for 10 months
  • Free parking on site for your convenience
  • Access to our Perks Program, offering discounts across a wide range of retailers, petrol, and groceries
  • Ongoing training and development to help you grow in your role
  • Welfare checks and a strong company culture focused on your health and safety
  • Full access to EAP services, including confidential counseling and financial budgeting support for you and your family


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