Control Room Operator

Role overview

G4S is seeking a Control Room Operator in Windhoek, Khomas, Namibia. Reporting to the Control Room Supervisor, the role focuses on continuous alarm monitoring, ensuring that each activation is handled quickly and effectively, and arranging for Armed Response Officers to attend active alarms.

Key duties

• Keep a close watch on alarm systems and coordinate the dispatch of response officers when an alert is triggered.
• Log alarm activations and escalate reports to management when required.
• Communicate with customers regarding alarm activations and related issues.
• Deliver professional customer service and maintain positive client relationships.
• Respond efficiently and courteously to customer questions and complaints.
• Forward queries or requests to management whenever escalation is necessary.

Administration and record keeping

• Maintain accurate records of all activations, response actions, and customer feedback.
• Keep service request and job request records current and organized.

Qualification and experience

• Grade 12 school certification is preferred.
• Prior experience in a control room or a similar environment will be an advantage.
• A valid Police Code of Conduct is required, with no endorsements received in the last 6 months.

Knowledge and skills

The role calls for solid computer knowledge, understanding of work processes, and familiarity with alarm systems. Strong capability in Microsoft Office, especially advanced Excel, is important, along with negotiation ability, persuasive communication, numerical and analytical thinking, prioritization, customer relationship handling, professional conduct, and strong written and verbal communication. English and Afrikaans fluency is required, and knowledge of a third language is considered beneficial.

Personal attributes

The ideal candidate should be detail-oriented, able to work under pressure, service-driven, customer-focused, physically fit and healthy, and willing to work shifts and weekends.