We are looking for call center agents with emergency background experience to manage emergency and routine telephone calls from clients across different product ranges.
Key Tasks
Manage Emergency Calls:
Manage the Integrated Emergency Response (IER) application
Operate a multi-line telephone console and alert system
Obtain pertinent information necessary to the dispatch process
Use the network to exchange information with other law enforcement and/or emergency response units
Find solutions to uncommon problems:
Perform emergency medical dispatch and crisis intervention services
Determine the level of priority of calls and enter information into computer-aided dispatch system
Perform administrative duties:
Maintain accurate records on each request for assistance
Any other relevant instructions pertaining to the department and issued by the Manager
Essential Qualifications:
Matric
BAA / First Aid level 3
Essential Experience:
2 years experience in an Emergency contact centre
Customer care experience
Experience working shifts
Knowledge and Skills:
Excellent Computer skills
Understand basic dispatch codes, as well as standard abbreviations
Excellent communication skills
Good organising skills
Time management skills
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