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