CAMS Officer / Assistant CAMS Officer

G4S

Lai Chi Kok, Hong Kong
Permanent
Full-time

14 days ago

About G4S (now part of Allied Universal) – Asia-PacificIn 2021, G4S, a London-based global security company, was acquired by Allied Universal®, a leading security and facility services company that provides proactive security services and cutting-edge smart technology to deliver tailored, integrated security solutions. This acquisition expands Allied Universal’s footprint and infrastructure on a global and local level. Through the company’s vast network of more than 800,000 employees, we leverage global best practices in communities all over the world. With revenues of $18 billion, we are supported by efficient processes and systems that can only come with scale to help deliver our promise locally: keeping people safe so our communities can thrive. In Asia Pacific, we have an extensive network of offices and more than 190,000 employees to support our local communities and customers. We believe there is no greater purpose than serving and safeguarding customers, communities, and people in today’s world. Allied Universal is There for you™. For more information, please visit www.g4s.com or www.aus.comMain Purpose of role:The incumbent is responsible to oversee all aspects of Control Room, to ensure resources are fully utilized in way of cost effectively and efficiently. To ensure that obligations/agreements to customers are to meet standard requirement and full compliance. To continually contribute to the monitoring and improvement of customer satisfaction.Core Key Responsibilities / Accountabilities:

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

Requirements:

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

Interested applicants are invited to apply online with a detail resume including present and expected salary or send your application to : -The Human Resources Services DepartmentUnit 1001 - 1009, 10/F, Tower 2, Cheung Sha Wan Plaza,833 Cheung Sha Wan Road, Kowloon, Hong Kong

CTgoodjobs

Apply Now