Security Monitoring Agent – Urgent Response & Support

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

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.