High Volume Inbound Call Centre Operator Armourguard, New Zealand's leading security company, trusted by our customers across banking, commercial and government sectors since 1939. Our reputation is built on a culture of safety supported by a commitment to robust security policies, procedures, and systems.
We have an opening for an evening call centre operator in our Dispatch & Welfare team based in our East Tamaki Office, Auckland.
About the role:
In this high-volume inbound call centre environment, your primary objectives are to provide Welfare support for Armourguard personnel 24 x 7, through ruthless adherence to welfare policies and procedures. You will escalate any issues that could involve a staff member being at risk. Additionally, you will manage Alarm, Noise Control, and ATM requests for services, dispatch, and follow up on these jobs while providing professional service responses to both external and internal Armourguard customers.
What's in it for you:
East Tamaki Office + free onsite parking
Positive and fun team environment & culture
Diverse dedicated team members
On-going and contractual training provided
Mandatory Requirements:
Must consent to and be able to satisfy pre-employment checks to progress through the recruitment process, including:
Driver Licence
Credit Check
Ministry of Justice Criminal History Checks
Live in the Auckland region
Legally entitled to work in New Zealand
Articulate with a comprehensive understanding of the written and spoken English language
Must have experience in a high-volume inbound call centre environment or high-volume inbound customer service environment as a CS rep
Must have experience de-escalating unreasonable callers
Our Ideal Candidate:
Must be able to use computer software.
Provide clear and concise instructions to the field staff to enable them to exceed customer expectations.
Accuracy is of importance in this role.
You must be flexible to work on a roster during your night shifts and/or days.
Work unsupervised and always maintain professionalism.
Ability to be part of the larger dispatch & welfare Call Centre team; communication is crucial.
Other Accountabilities:
Document all incoming calls on Armourguard or client's systems.
Follow up dispatched jobs to obtain updates and outcomes of jobs, then close dispatched jobs with correct times.
Co-ordinate & consult with 3rd party service providers (e.g., Councils, Police) to support the field staff.
Escalate overdue welfares to Branch Operations for further assistance.
Ensure Welfare calls are responded to and recorded in a timely fashion.
Dispatch Patrol & FLM responses quickly, efficiently, calmly, and professionally in stressful and non-stressful situations.
You must be able to follow Team Leaders & Supervisors' instructions without fail.
Additional Benefits:
A strong focus on training and development to support your professional growth.
On-going support, welfare checks, and a robust Health & Safety culture to ensure your well-being.
Full access to Employee Assistance Program (EAP) and support services, including confidential counselling and financial budgeting services.
Access to Armourguard discounted Fuel program through a major petroleum company.
If you are friendly, approachable, and have call/contact centre experience, please apply now with your application to the National Recruitment Coordinator, Juliana Walsh.
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