Customer Service Executive

5 days ago

Kuala Lumpur Centre Kuala Lumpur, Malaysia Ansa Digital Sdn Bhd Full time 30,000 - 60,000 per year

Job Summary:

The Customer Service Executive (Command Center) is responsible for real-time monitoring of fire alarm signals received from clients' premises. The role requires immediate verification of each alarm, coordination with clients and relevant authorities, and accurate documentation of every incident. The primary objective is to prevent false dispatches to the fire brigade, reduce false alarm occurrences, and ensure a swift, verified response to genuine emergencies.

Key Responsibilities:

  • Monitor incoming fire alarm signals and alerts through the command center system.
  • Immediately initiate verification calls to clients or on-site contacts to determine the authenticity of alarm activations.
  • Record all alarm details, verification actions, and communication outcomes accurately in the system.
  • Escalate confirmed alarms to the Fire Fighting Department or emergency responders according to standard operating procedures (SOPs).
  • Withhold unnecessary dispatch requests until verification is completed to prevent false activations and associated penalties.
  • Investigate and document the root causes of false alarms; liaise with clients to confirm testing or maintenance activities.
  • Support false alarm mitigation efforts by identifying recurring patterns and recommending preventive actions.
  • Communicate clearly with the Team Lead and other shifts for proper handovers and ongoing case updates.
  • Coordinate with fire department liaisons, internal technicians, and clients for incident resolution.
  • Prepare shift reports, incident summaries, and daily activity logs with accuracy and completeness.
  • Adhere strictly to all operational, safety, and data confidentiality procedures.
  • Participate in refresher training, simulation drills, and operational reviews as required.
  • Uphold discipline, punctuality, and a calm demeanor when handling emergency or high-pressure situations.
  • Perform any other duties and ad hoc tasks as 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 emergency response experience with proven skillsets.
  • 1–3 years of experience in a command center, customer service, monitoring, or emergency response role is an advantage.
  • Strong verbal and written communication skills.
  • Ability to stay 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 will be considered for senior roles (e.g., Team Lead).
  • Multiple roles are available for this position.

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