Customer Service Executive

Ansa Digital Sdn Bhd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading command center service provider in Kuala Lumpur is seeking a Customer Service Executive to monitor fire alarm signals and coordinate with clients for effective emergency responses. Candidates should possess a minimum Diploma, strong communication skills, and the ability to work under pressure. Experience in customer service or related fields is advantageous. The role offers opportunities for growth and shifts including nights and weekends.

Qualifications

• Experience in a command center, customer service, or emergency response is preferred.
• Willingness to work rotating shifts including nights and weekends.

Responsibilities

• Monitor incoming fire alarm signals through the command center system.
• Conduct verification calls to clients for alarm authenticity.
• Escalate confirmed alarms to emergency responders as per SOPs.
• Document alarm details and actions accurately in the system.

Skills

Strong verbal communication

Strong written communication

Ability to stay calm under pressure

Team-oriented

Proficient in basic computer applications

Education

Minimum Diploma qualification

Job description

Job Summary

The Customer Service Executive (Command Center) is responsible for real-time monitoring of fire alarm signals received from clients’ premises. The role requires immediate verification of each alarm, coordination with clients and relevant authorities, and accurate documentation of every incident. The primary objective is to prevent false dispatches to the fire brigade, reduce false alarm occurrences, and ensure a swift, verified response to genuine emergencies.

Key Responsibilities

• Monitor incoming fire alarm signals and alerts through the command center system.
• Immediately initiate verification calls to clients or on-site contacts to determine the authenticity of alarm activations.
• Record all alarm details, verification actions, and communication outcomes accurately in the system.
• Escalate confirmed alarms to the Fire Fighting Department or emergency responders according to standard operating procedures (SOPs).
• Withhold unnecessary dispatch requests until verification is completed to prevent false activations and associated penalties.
• Investigate and document the root causes of false alarms; liaise with clients to confirm testing or maintenance activities.
• Support false alarm mitigation efforts by identifying recurring patterns and recommending preventive actions.
• Communicate clearly with the Team Lead and other shifts for proper handovers and ongoing case updates.
• Coordinate with fire department liaisons, internal technicians, and clients for incident resolution.
• Prepare shift reports, incident summaries, and daily activity logs with accuracy and completeness.
• Adhere strictly to all operational, safety, and data confidentiality procedures.
• Participate in refresher training, simulation drills, and operational reviews as required.
• Uphold discipline, punctuality, and a calm demeanor when handling emergency or high-pressure situations.
• Perform any other duties and ad hoc tasks as assigned by management to support departmental or organizational objectives.

Requirements

• Minimum Diploma qualification in any discipline (preferably in Communications, IT, Security, or related fields).
• SPM holders may also be considered if they possess relevant call center, monitoring, or emergency response experience with proven skillsets.
• 1–3 years of experience in a command center, customer service, monitoring, or emergency response role is an advantage.
• Strong verbal and written communication skills.
• Ability to stay calm, focused, and decisive under pressure.
• Proficient in basic computer applications and monitoring systems.
• Team-oriented, reliable, and willing to work rotating shifts including nights, weekends, and public holidays. Additional allowances available for evening/night shifts.
• More experienced candidates will be considered for senior roles (e.g., Team Lead).

Multiple roles are available for this position.