CAMS Officer / Assistant CAMS Officer
G4S
- Lai Chi Kok, Hong Kong
- Permanent
- Full-time
- Monitor and check all log books and records in Control Room;
- Review and update Control Room procedures on regular basis;
- Schedule controllers’ duties to ensure sufficient manpower for daily operations in Control Room;
- Ensure running the operations smooth and efficiency on daily basic;
- Provide sufficient training/ coaching to controllers & administrators, assess their performance and skill levels regularly. Enhance the productivity by providing adequate training and/or workflows revision;
- Prepare monthly reports and statistic to Management;
- Manage screening of customers’ enquiries, breakdown request, grievances and complaints. Ensure all such incoming calls have been followed properly;
- Study and review the statistics of customer services, breakdown request, grievances and complaints and to provide strategies for improvement;
- Review customer replies in writing which drafted by controllers and/or administrators before sending official replies to customers;
- Review the data input for completion job (pink sheet) into system, ensure all the correct data entry into systems, chargeable slip go to finance for billing purpose and scan into system for reference;
- Ensure all internal enquiries /breakdown request have been followed properly, and has been passed to the relate party.
- To Supervise Senior Controllers / Controllers, to ensure all procedures are efficiency, smoothly & fully compliance, such as monitor / ensure all data/action/reply/hand write can fulfill ISO policy in CAMS;
- To Conduct regular briefings / reminding to Senior Controller’s / Controller’s on any update, new & reviewed procedures on any time when duty;
- To Assist CAMS Manager to provide sufficient training / coaching and positive attitude to all controller’s
- To Co-ordinates with internal staff (Technician/Engineer/Project Engineer) to verify / make sure alarm signal can be connect to CAMS alarm system.
- To Customer Customer on their unsatisfied queries (general/simple) when incoming call on daily basic
- Co-ordinate / work with related party on any suggestion / discussion (Such as Customer Care, Sale team, installation team)
- New contract review, verify (such as billing info/address) and account live in systems
- Prepare Agents’ accounts contract, create, input & update for all agents accounts, including cancellation document, and account termination, account close / PW termination…….etc
- Maintain accurate (G4S direct) customers information, input, update, verify and reply confirmation email, also included the special terms, instruction & condition according to new completion contracts; to make sure activate / live accounts in both of Microkey & Navision systems, and to make sure all records and action to be taken to fulfill the contract / agreement.
- Communicate with immediate sales person / sale manager / if any needs, missing / doubt in contract terms.
- To communicate with correct instruction / service terms to CAMS colleagues, make sure everyone is following the company policy / ISO requirements
- To follow with colleagues to ensure all customer problems have been forwarded to relevant departments and response was sent to customer’s property. Constantly remind, refresh & re-educate rest of the controllers re contract updates
- Regular check Control Room’s email for any emails regarding Tracker service/instruction
- Handle all customer enquiry / complaint during office hours of Customer Care Centre;
- Input temporary instructions from customers into systems.
- Observe environmental, health and safety policy and regulations
- Minimum 5 years Controller experience in CAMS / Security field,
- Miner concept of Security equipment are preferable
- Pro-active / Willing to learn / positive mind / independent.
- Basic computer knowledge e.g. ; word , excel
- Good English & Cantonese
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