Customer Service Agent

Citrus Group Pty Ltd; Sydney; On-site; AUD 86,789,000 - 96,432,000; Full time

Job summary

Citrus Group Pty Ltd is seeking a Customer Service Agent/Monitoring Operator to join the West Ryde team. You will handle urgent security-related calls, monitor alarms, and coordinate with customers, guards, and emergency services to ensure rapid responses. Prior call-centre experience is helpful but not essential.

Strong communication, rapport-building skills, and a proactive, outgoing attitude are essential for success in this high-pressure role.

Qualifications

• Proven experience in a high-volume call centre is desirable but not required.
• Excellent communication and rapport-building skills.
• Ability to handle urgent and emergency calls with composure.
• Willingness to commit and learn in a security-focused role.

Responsibilities

• Monitor security systems and incoming alarm signals from customer sites.
• Receive alerts for intrusion alarms, access breaches, CCTV events or personal safety alerts.
• Contact customers, site contacts, security guards, and emergency services as needed.
• Escalate genuine incidents quickly and appropriately.
• Record all activity in the monitoring system with accurate incident logs.

Skills

Objection handling

Clear communication

Rapport building

Outgoing personality

Job description

Our client: Our client leads the future of security in Australia through their unique style of operation, their strategic platform of Human Intelligence and their focus on providing progressive and more secure futures for all. We are currently seeking an Customer Service Agent to join their team based in West Ryde. As an Customer Service Agent/Monitoring Operator, you will be receiving calls in relation to security equipment, security issues that are of critical impact and working as the first point of contact for the most vulnerable in our community during urgent security issues. Your previous experience in a time focused role will see you building customer relationships quickly and providing immediate solutions while prioritising urgent and emergency calls.

Duties:

• Monitor security systems and incoming alarm signals from customer sites.
• Receive alerts for things like intrusion alarms, access breaches, CCTV events or personal safety alerts.
• Contact the customer, site contact, security guard, emergency services or other relevant party when required.
• Escalate genuine incidents quickly and appropriately.
• Record everything in the monitoring system and maintain accurate incident logs.

To be part of this dynamic team you will need:

• Proven experience working in a high-volume call centre on ideally within security or response centres is desirable butnot necessary.
• If you have an interest and can commit we will consider you
• Objection handling skills
• Clear and fluent communication skills
• Excellent rapport building skills
• Outgoing motivated personalities

The hourly rate for the role is$31.93 per hour. When penalties across shift patterns are applied it will approx be $70k plus super.

Successful candidates will be required to complete security clearance checks including a Police check.