Centralised Monitoring and Support Agent (CMS)

It’s an exciting time for us at National Storage as we continue to expand and solidify ourselves as the market leader within Australia and New Zealand for all things storage. 

Established in 2000, National Storage is one of Australasia’s largest self-storage providers, tailoring self-storage solutions in 270+ storage centres across Australia and New Zealand. 

With a strong growth strategy in place, we are creating a new team within our existing Auckland, NZ Contact Centre to remotely monitor the security of our storage locations overnight, respond to Customer Enquiries, as well as identifying and responding to Security Escalations and Events. 

The Role:

Reporting directly to the NZ Contact Centre Manager, our Centralised Monitoring and Support Agent (CMS) play a critical role in safeguarding our storage centres and ensuring the security and peace of mind of our customers.

As the first line of defence, you will be responsible for quickly identifying and responding to security issues, collaborating closely with customers, on-site Operations teams, as well as Emergency Services and our external Security Providers. Your proactive approach and attention to detail are key to maintaining a secure environment for both customers and staff.

By joining our team, you will play an integral role in our commitment to maintaining a secure and trusted environment for our customers. Your contributions will ensure that we consistently deliver exceptional service and security. Due to the security aspect of the role – this is an office-based role, and training will be provided.

Key Responsibilities Include:

• Responding to Customer and Centre based enquiries and escalations in a timely, professional, and courteous manner across our various multimedia channels (phone, email and webchat).
• Pro-actively identify potential security concerns and respond accordingly using internal and external resources.
• Ensure all logs and customer records are updated and completed accurately, in accordance with National Storage policies and procedures.
• Deliver high quality customer service by providing general information and professional advice in a friendly way whilst ensuring our customers’ needs are met.
• Proactively build relationships at all levels of the business with a key focus on our Storage Centre and Operational Support teams.
• Keep up to date with National Storage policies and online training.
• To be the Initial point of contact for any Customer Escalations & Complaints, and to ensure that these are directed to the relevant departments, and/or escalated to supervisors, as per policy.
• Contribute positively to the Contact Centre Culture.

Benefits of Working with Us:

• Permanent role with an industry leader and ASX 200 listed company.
• Structured training with a continued focus on development.
• Generous company paid parental leave.
• Discounts on a range of storage services including units and merchandise.
• Unique wine offers and discounts through our subsidiary company Wine Ark.
• 24-hour wellbeing support for you and your family through our Sonder partnership.
• Reimbursements for approved wellbeing services under our WellNS Wallet Program.
• Exclusive discounts on a range of leading retailers, hotels, restaurants and more.
• Ability to earn referral incentives.

About You:

• Strong Customer Service/Contact Centre background with experience.
• Experience with shift work (preferably overnight).
• Building relationships comes naturally to you and is matched with a passion and interest for helping people, identifying issues and taking ownership.
• You have excellent written and verbal communication skills with the ability to be empathetic and professional.
• You thrive when working in a team environment but can also work autonomously.
• You have a motivated and proactive approach to your role and are a team player.
• Have strong communication skills and computer literacy.
• Ability to multitask across multiple computer applications.
• Ability to work an overnight rotating roster which includes weekends and public holidays.

Please note, applicants may be subject to pre-employment checks which can include reference checks, medical checks and, with consent, police background checks. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits. For this role, only those candidates with the eligible right to work will be considered.

Please note that this role is being sourced directly through National Storage and agency submissions will not be considered unless requested.