Lowongan Kerja Denpasar Posisi Customer Support di Eagle Protect Bali

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Perusahaan	Eagle Protect Bali
Posisi	Customer Support
Tempat	Denpasar
Jenis Pekerjaan	Full Time
Spesialisasi Dibutuhkan	Layanan Konsumen – Call Center (Call Center & Layanan Konsumen)
Gaji Min	Rp. 2.000.000
Gaji Max	Rp. 8.500.000

Eagle Protect Bali sedang membuka lowongan untuk posisi Penuh waktu Customer Support di Tegal Kertha, Bali. Lamar sekarang untuk menjadi bagian dari tim kami.

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🚨 Job Description: 24/7 Emergency Customer Support Specialist – Security Services

This job description is for a Customer Support Specialist (also known as a Monitoring Operator or Alarm Dispatcher) who works in a 24/7 Security Operations Center (SOC) and is responsible for managing all client inquiries and emergency situations around the clock.

Summary

The 24/7 Emergency Customer Support Specialist is the critical first point of contact for all clients, responsible for delivering exceptional support, managing real-time security alerts, and coordinating immediate emergency response. This role requires calm under pressure, excellent communication skills, and the ability to make rapid, accurate decisions 24 hours a day, 7 days a week.

Key Responsibilities

Emergency Response & Dispatch (Core Duty)

• Monitor and Respond: Continuously monitor security systems (alarms, CCTV feeds, access control) and triage all incoming alerts (e.g., burglar, fire, panic, medical) with high urgency and precision.

• Emergency Protocol Execution: Instantly verify the credibility of security alerts, following strict, predefined client and regulatory protocols for dispatch.

• Coordinate Authority Response: Swiftly and accurately dispatch emergency services (Police, Fire, EMS) to incident locations, providing real-time information and maintaining communication until authorities arrive.

• De-escalation: Remain calm and professional while communicating with clients during high-stress, emergency situations, providing clear instructions and reassurance.

• Incident Logging: Document all alarm activity, communications, and response actions with meticulous detail in the proprietary software and/or CRM system for auditing and compliance.

Client Service & Technical Support

• 24/7 Client Communication: Answer and manage a high volume of inbound calls, emails, and chat messages related to security systems, monitoring services, and general account inquiries.

• Technical Troubleshooting: Guide clients through initial remote troubleshooting steps for common issues, such as false alarms, sensor malfunctions, and connectivity problems, and determine when a field technician dispatch is required.

• Account Management: Handle routine administrative tasks, including processing client test requests, updating emergency contact lists, and performing data entry with zero-error tolerance.

• Service Knowledge: Maintain a deep and current understanding of all company products, services, and security protocols to provide knowledgeable support.

Qualifications & Skills

Required

• Experience: Minimum 1-2 years of experience in a high-volume call center, customer service role, or a similar environment managing critical communications (e.g., dispatch, emergency services, security monitoring).

• Availability: Absolute willingness and ability to work a 24/7 rotating shift schedule, including nights, weekends, and holidays.

• Skills:

  • Composure Under Pressure: Proven ability to remain calm, focused, and decisive during crisis and emergency situations.

  • Exceptional Communication: Clear, professional, and empathetic verbal communication. Excellent written skills for accurate incident reporting.

  • Technical Aptitude: Proficient computer skills and the ability to navigate multiple software applications and monitoring screens simultaneously (multitasking).

  • Fluently speaking and writing in proffesional english settings

Lamar kerja

Deskripsi Perusahaan

Info Perusahaan

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