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. 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; Emergency 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.