Job Description

Centralised Monitoring and Support Agent (CCTV Security + Customer Support) n

We are looking for a customer-focused, sales-driven individual to join our team as a Centralised Monitoring and Support Agent (CMS) and Sales Agent at our Auckland office in Newmarket.Reporting directly to the Contact Centre Supervisor in NZ, you will play a critical role in safeguarding our storage centres and ensuring the security and peace of mind of our customers.

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In this role, you will be the first line of defence, quickly identifying and responding to security issues while collaborating with customers, on-site teams, and external security providers. Your proactive approach and attention to detail will be essential in maintaining a secure environment for both customers and staff. You will stay sharp, spot risks early on our security camera systems, and make an impact in every shift . Additionally, you will handle sales and service calls during peak times, ensuring exceptional service and security.

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Shift Hours:

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- Sunday to Thursday: 5:00am - 1:30pm (RDO Friday and Saturday).
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Training Hours:

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- Training Week 1: Monday - Friday 9.00am to 5.30pm.
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- Training Week 2: Monday - Friday 9.00am to 5.30pm.
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- Week 3: Fixed roster commences
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Key Responsibilities Include: nn
- Respond to customer and centre inquiries across phone, email, and webchat in a professional and timely manner.
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- Identify and address potential security concerns using internal and external resources.
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- Maintain accurate logs and customer records in line with company policies and procedures.
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- Provide high-quality customer service, delivering general information and advice while meeting customer needs.
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- Manage customer escalations and complaints, ensuring proper direction or escalation to relevant departments, and achieve sales targets and call quality standards.
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About You: nn
- Experience in a similar role within CCTV security, and tech proficiency is desired.
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- Robust Customer Service / Sales / Contact Centre background with experience.
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- Building relationships comes naturally to you and is matched with a passion and interest for helping people, identifying issues and taking ownership.
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- You have excellent written and verbal communication skills with the ability to be empathetic and professional.
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- You thrive when working in a team environment but can also work autonomously.
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- You have a motivated and proactive approach to your role and are a team player.
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- Ability to multitask across multiple computer applications.
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About Us: n

Established in 2000, National Storage is a leading self-storage operator across Australia and New Zealand, with over 300 centres, 100,000+ customers, and a highly acquisitive growth strategy.

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If you are looking to be part of a great company doing great things, we’d love to hear from you!

Benefits of Working with Us: n

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- Permanent role with a multinational business and industry leader
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- Structured training with a continued focus on development
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- Generous company paid parental leave
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- Discounts on a range of storage services including units and merchandise
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- Unique wine offers and discounts through our subsidiary company Wine Ark
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- 24-hour wellbeing support for you and your family through our Sonder partnership
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- Reimbursements for approved wellbeing services under our WellNS Wallet Program
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- Exclusive discounts on a range of leading retailers, hotels, restaurants and more
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- Ability to earn referral incentives
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Please be aware that applicants may need to undertake pre-employment checks, including reference, medical, and, with consent, police background checks. Having a criminal record does not automatically disqualify you from applying; each application will be reviewed individually. Only candidates with the right to work will be considered for this position.

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This role is being filled directly by National Storage, so agency submissions will only be considered if requested.

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📌 Centralised Monitoring and Support Agent (CCTV Security + Customer Support) (Brisbane)
🏢 National Storage
📍 Brisbane