Customer Service Representative

The Security Centre Limited; George Town; On-site; MYR 30,000 - 54,000; Full time

Job summary

The Security Centre Limited seeks a Customer Service Representative to be the main point of contact for clients, handling inquiries, coordinating service requests, and supporting alarm monitoring operations.

You will manage dispatch, maintain accurate records in Simpro, assist with invoicing, and ensure adherence to SLAs while delivering professional communication and excellent customer care.

Qualifications

• Proficiency in Word, Excel, and Outlook and basic CRM skills.
• Two years of customer service experience, preferably in security.
• Clean police clearance certificate required.

Responsibilities

• Answer calls, emails, and walk-in enquiries professionally.
• Provide information on alarm monitoring, CCTV, access control, and other services.
• Coordinate service requests and dispatcher for technicians.
• Record and close jobs in Simpro; assist with invoicing.
• Maintain customer records and SLA compliance.
• Liaise with CMS for alarm activations and emergencies.
• Manage complaints with timely updates and escalation when needed.
• Support PMA tracking and equipment returns.

Skills

Word/Excel/Outlook

CRM or job management

Alarm/CCTV knowledge

Education

High School Diploma

Associate's Degree preferred

Tools

Simpro

Job description

1. Position Summary

The Customer Service Representative (CSR) serves as the primary point of contact between TSCL and its clients. The role is responsible for managing customer enquiries, coordinating service requests and technician dispatch, supporting alarm monitoring operations, handling complaints, and ensuring compliance with service level agreements (SLAs).

The position also involves closing and invoicing completed jobs, including after-hours call-outs, maintaining accurate customer records, and providing general information on the company's security services. The CSR reports to the Operations Manager and receives day-to-day guidance from the Senior Customer Service Representative.

2. Key Responsibilities

2.1 Customer Communication

• Respond to incoming calls, emails, and walk-in enquiries professionally.
• Provide accurate information on alarm monitoring, guarding, CCTV, access control, fire systems, GPS tracking, and other company services.
• Provide general information on Guarding Division services and direct specific guarding enquiries and requests to the relevant division.
• Prepare professional customer correspondence and maintain positive client relationships.

2.2 Service Coordination and Dispatch

• Record service requests accurately in the company's job management system (Simpro).
• Coordinate technician dispatch for routine maintenance, service calls, and emergency call-outs.
• Review daily system reports, including No Test and Low Battery alerts, and arrange timely action.
• Monitor outstanding jobs and coordinate with the warehouse and purchasing teams to ensure required materials and parts are available.
• Escalate urgent system faults, communication failures, and offline systems.
• Follow up on completed work to ensure customer satisfaction.
• Close completed jobs in Simpro and ensure labour, materials, and job notes are accurately recorded before invoicing.
• Record, close out, and invoice after-hours/on-call jobs.

2.3 Monitoring and Security Support

• Liaise with the Central Monitoring Station (CMS) regarding alarm activations and related enquiries.
• Assist with alarm activation follow-ups and verify customer contact details and emergency response instructions.
• Maintain strict confidentiality of security codes, access credentials, and client information.

2.4 Complaint Management

• Record and maintain customer complaints in the Complaint Log.
• Coordinate investigations with Operations and Technical teams.
• Provide customers with timely updates and resolution information.
• Escalate unresolved or sensitive complaints to management.

2.5 Administration and Billing

• Assist with invoice enquiries and account statement clarification.
• Maintain customer records and service information accurately.
• Support Preventative Maintenance Agreement (PMA) tracking, scheduled visits, and renewals.
• Assist with SIM card tracking and equipment return documentation.

2.6 SLA and Performance Monitoring

• Ensure customer requests are handled within agreed SLA response times.
• Monitor outstanding and overdue service requests.
• Support performance reporting, including call response times, job closure rates, complaint resolution times, and customer satisfaction.

2.7 Customer Engagement and Improvement

• Contact customers proactively regarding service updates, repairs, upgrades, and renewals.
• Explain service features and benefits to help customers make effective use of their systems.
• Gather customer feedback and communicate improvement opportunities to relevant departments.
• Contribute to improving customer service processes and operational efficiency.

2.8 Training and Development

• Complete TSCL's Customer Service onboarding and training programme within the first 90 days.
• Work alongside the Senior CSR for daily task prioritisation, escalations, and quality checks.
• Develop working knowledge of TSCL's divisions, including Integrated Security Solutions (ISS), Central Station, Sat Trak, Fire, and CCTV.

3. Required Competencies

Technical Skills

• Proficiency in Microsoft Office, particularly Word, Excel, and Outlook.
• Experience with CRM or job management systems.
• Basic knowledge of alarm systems, CCTV, access control, and other electronic security solutions is preferred.

Personal and Professional Skills

• Excellent written and verbal communication.
• Strong customer service and interpersonal skills.
• Ability to manage difficult situations and de-escalate customer complaints.
• Strong organisational, multitasking, and time-management abilities.
• High attention to detail and accuracy.
• Ability to work under pressure and respond effectively to urgent situations.
• Professionalism, discretion, and confidentiality.

4. Education and Experience

• Minimum High School Diploma; Associate's Degree preferred.
• At least two years of customer service experience, preferably within the security industry.
• Previous experience in dispatch, service coordination, or operations support is an asset.
• Clean police clearance certificate required.

5. General Disclaimer

This job description outlines the general nature and responsibilities of the position and is not intended to be an exhaustive list of duties. The incumbent may be required to undertake other reasonable duties as assigned by management.