CONTROL CENTRE AGENTS (3 POSITIONS)
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Job summary
Receive incoming calls, emails, and system alerts regarding incidents or service requests.
Min Qualification:
Diploma
Experience Level:
Entry level
Experience Length:
2 years
Job descriptions & requirements
JOB TITLE: CONTROL CENTRE AGENTS (3 POSITIONS)
NATURE OF JOB: FULL TIME
SALARY :KSHS.30,000
JOB LOCATION: PARKLANDS
DUTIES AND RESPONSIBILITIES
Incident Management & Logging
- Receive incoming calls, emails, and system alerts regarding incidents or service requests.
- Accurately log all incidents into the control system in real time.
- Capture complete and precise details including time, location, nature of incident, and involved parties.
- Classify and prioritize incidents based on urgency and severity.
Emergency Response Coordination
- Dispatch field teams, emergency responders, or relevant personnel promptly.
- Maintain constant communication with field teams until resolution.
- Escalate critical incidents to supervisors or management as required.
- Monitor ongoing incidents and ensure appropriate follow-up actions are taken.
Customer Service & Communication
- Provide clear, calm, and professional communication to clients and stakeholders.
- Offer timely updates to customers regarding incident status and resolution progress.
- Handle complaints and inquiries efficiently while maintaining empathy and professionalism.
- Maintain confidentiality and professionalism at all times.
Reporting & Documentation
- Prepare daily shift reports outlining incidents handled and their status.
- Maintain accurate records for audit and review purposes.
- Identify patterns or recurring issues and report to management.
Compliance & Operational Support
- Follow established control room protocols and standard operating procedures.
- Adhere to company policies, safety guidelines, and regulatory requirements.
- Support continuous improvement initiatives within the control centre.
KEY REQUIREMENT SKILLS AND QUALIFICATION
- Degree or Diploma in any field.
- Minimum of 2–3 years’ experience in a busy Call Centre or Customer Care environment.
- Experience in a control room or emergency response environment is an added advantage.
- Excellent verbal and written communication skills.
- Strong multitasking ability in high-pressure environments.
- High attention to detail and accuracy in data entry.
- Strong problem-solving and decision-making skills.
- Ability to remain calm and professional during emergencies.
- Proficiency in basic computer applications and call logging systems.
- Demonstrated customer care knowledge and skills.
Important safety tips
- Do not make any payment without confirming with the BrighterMonday Customer Support Team.
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