Customer Service Representative

The Adecco Group; City Of Cockburn; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Free onsite parking

Comprehensive onboarding and training

Job summary

The Adecco Group is recruiting for a fast-paced, high-responsibility role in our client’s 24/7 monitoring centre in Australia. You will respond to alarm activations, coordinate emergency responses and provide exceptional customer support from a fully office-based setting in Jandakot, WA.

The role operates on a rotating 4 days on/4 days off schedule with 12-hour day and night shifts. You will handle time-sensitive incidents, document actions, and liaise with emergency services while maintaining

Qualifications

• Experience in customer service, contact centre, monitoring, dispatch or similar operational environment.
• Strong verbal and written communication skills.
• Ability to remain calm and make sound decisions in high-pressure situations.
• Excellent attention to detail and information accuracy.
• Ability to multitask and prioritise effectively.
• Comfort with computer systems and data entry applications.
• Willingness to complete National Police Clearance, pre-employment medical and drug & alcohol screening.

Responsibilities

• Monitor and manage alarm, fault and communication system notifications.
• Respond to inbound and outbound calls in a timely and professional manner.
• Coordinate responses with customers, emergency services and field personnel.
• Accurately document incidents, actions taken and customer interactions.
• Process service requests and after-hours maintenance requirements.
• Schedule and dispatch technicians when required.
• Maintain and update customer records and contact information.

Skills

Customer service

Dispatch

Multitasking

Communication

Attention to detail

Decision making under pressure

Data entry

Tools

CRM systems

Office software

Job description

Our client is a well-established organisation operating within the fire, safety and security sector, providing critical monitoring and emergency response services to customers across Australia. Their team plays an essential role in supporting businesses, facilities and communities through reliable monitoring solutions and rapid response coordination.

About The Role

This is a fast-paced, high-responsibility position suited to someone who thrives in a dynamic environment and can remain composed when handling time-sensitive incidents. Working within a 24/7 monitoring centre, you will be responsible for responding to alarm activations, coordinating emergency responses, and delivering exceptional support to customers and stakeholders.

This role is being offered as an initial fixed-term contract through to the end of April 2027, with the possibility of extension based on operational requirements and performance.

Responsibilities

• Monitor and manage alarm, fault and communication system notifications
• Respond to inbound and outbound calls in a timely and professional manner
• Coordinate responses with customers, emergency services and field personnel
• Accurately document incidents, actions taken and customer interactions
• Process service requests and after-hours maintenance requirements
• Schedule and dispatch technicians when required
• Maintain and update customer records and contact information

Location & Roster

• Based in Jandakot, WA
• Fully office-based position
• Rotating 4 days on / 4 days off roster
• 12-hour shifts covering both day and night rotations (6am-6pm / 6pm-6am)

Your Profile

• Previous experience in customer service, contact centre, monitoring, dispatch or a similar operational environment
• Strong verbal and written communication skills
• The ability to remain calm and make sound decisions in high-pressure situations
• Excellent attention to detail and information accuracy
• The ability to multitask and prioritise effectively
• Confidence using computer systems and data entry applications
• A willingness to complete a National Police Clearance, pre-employment medical and drug & alcohol screening

What's On Offer

• Comprehensive onboarding and training program
• Competitive salary plus shift loadings
• Free onsite parking
• Supportive and team-focused workplace culture