Customer Service Executive

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

Job summary

A security services company in Kuala Lumpur is seeking a Customer Service Executive for real-time monitoring of alarms and incident verification. The role requires monitoring alerts, verifying incidents with clients, and maintaining clear communication with the response team. Candidates should have strong communication skills and some experience in customer service or monitoring. Punctuality and the ability to work under pressure are crucial. Evening and night shifts are part of the work schedule.

Benefits

Evening/night shift allowances

Qualifications

• Minimum Diploma qualification in any discipline, preferably in Communications, IT, Security, or related fields.
• 1–3 years of experience in a command center or customer service is an advantage.
• Proficient in basic computer applications.

Responsibilities

• Monitor incoming alarm signals and alerts through the command center.
• Initiate verification calls to clients to determine alert authenticity.
• Record all alert details and communication outcomes accurately.
• Prepare shift reports and daily activity logs.

Skills

Communication skills

Calmness under pressure

Reliability

Team-oriented

Education

Minimum Diploma in Communications, IT, Security or related fields

Tools

Computer applications and monitoring systems

Job description

Job Summary

The Customer Service Executive (Command Center) is responsible for real-time monitoring of alarm signals received from clients’ premises. The role involves prompt verification of each alert, clear coordination with clients and relevant support parties, and accurate documentation of all events. The primary objective is to prevent unnecessary escalations, reduce false activations, and ensure a swift, verified response to genuine incidents.

Key Responsibilities

• Monitor incoming alarm signals and alerts through the command center system.
• Initiate immediate verification calls to clients or on-site contacts to determine the authenticity of alerts.
• Record all alert details, verification steps, and communication outcomes accurately in the system.
• Escalate verified incidents to designated stakeholders or response teams in line with standard operating procedures (SOPs).
• Withhold unnecessary escalation requests until verification is completed to prevent false activations.
• Investigate and document the root causes of false alerts; liaise with clients to confirm testing or maintenance activities.
• Support alarm-related mitigation efforts by identifying recurring patterns and recommending preventive actions.
• Communicate effectively with the Team Lead and other shifts for smooth handovers and ongoing case updates.
• Coordinate with internal technicians, client representatives, and other relevant contacts for incident resolution.
• Prepare shift reports, incident summaries, and daily activity logs with accuracy and completeness.
• Comply with all operational, safety, and data confidentiality procedures.
• Participate in refresher training, simulation exercises, and operational reviews as required.
• Maintain discipline, punctuality, and a calm demeanor when handling high-pressure or urgent situations.
• Perform any other duties and ad hoc tasks 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 incident-response experience.
• 1–3 years of experience in a command center, customer service, monitoring, or incident-response environment is an advantage.
• Strong verbal and written communication skills.
• Ability to remain 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 may be considered for senior roles (e.g., Team Lead).