Monitoring Services Representative

2 days ago

Onehunga, New Zealand Johnson Controls Full time

**Job Details**

ADT Security, a business unit of Johnson controls - We are the world's largest and most experienced monitoring service. We invented the first monitored alarm 143 years ago, and continue to innovate providing solutions to government, business and people's homes. ADT integrate products from our international partners and our own branded security products to deliver unrivalled solutions that include CCTV, Alarms, Monitoring, Retail Solutions, Access Control, Lone Worker and Medical Emergency protection solutions.

As our **Monitoring Service Representative - **You will be responsible for delivering an excellent customer experiences to residential and small commercial prospective and existing customers of ADT Security, New Zealand. Specifically for the installation and commission of security equipment and services.

**Specific Accountabilities**:

- Respond to customer’s alarm events quickly and efficiently and take appropriate actions in response to these.
- Ensure that all alarms and events and customer calls relating to these alarms are managed accurately and that dealings with all customers are professional & courteous.
- Pro-actively manage ADT’s database and provide prompt, professional advice and response to queries by internal & external customers.
- Respond to all general customer care enquiries and complaints, explain the use of products/services including, but not limited to: billing questions, updating customer billing information, basic alarm system troubleshooting.
- Complete daily tasks associated with the customers’ alarm systems such as, incoming and outgoing written correspondence, action requests, static and random guard requests.
- Remote access using specialised software as per customers’ instructions or requests.
- Provide a level of service that exceeds all expectations.
- Assist the customer as best as possible, without transferring them to multiple destinations, there by taking ownership of the call and following through on the query or concern.

**Who are we looking for**:

- Experience within a Call Centre, Security Monitoring Centre or equivalent experience is preferred but not required
- Minimum 12 months full time customer service experience or security control room is preferred but not required
- Ability to work through a fast paced, stressful and potentially life-threatening situations
- Able to offer excellent customer service to our customers and internal stakeholders.
- Excellent written and verbal communication skills with the ability to provide concise accurate information.

**What you will get in return**:

- Competitive Salary
- Excellent Team Culture
- Avoid the busy Auckland CBD traffic, work in Onehunga

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