Monitoring Data Agent

About Us

With over 200 years of heritage, Chubb is a global leader in fire and security solutions, dedicated to protecting what matters most and giving our customers peace of mind. As part of APi Group, a global leader in safety and specialty services, Chubb brings industry‑leading expertise, trusted reliability, and forward‑thinking technology to every customer and community we serve.

About the Role

We are looking for a customer-focused Monitoring Data Agent to join our team in Salisbury, Brisbane.

In this role, you will help ensure our customers’ monitored alarm services are established and maintained accurately. You will process customer and account updates, assist with the initial setup and commissioning of monitored services, and respond to enquiries from customers and internal teams.

Working in a busy contact centre environment, you will manage requests received by phone and email while maintaining a high level of accuracy, professionalism and customer service. This role is well suited to someone who enjoys detailed administrative work, solving customer enquiries and contributing to a supportive team.

Key Responsibilities

• Process customer and monitored-service data updates accurately and efficiently.
• Assist with the initial setup and commissioning of monitored alarm services.
• Respond to inbound calls and emails from internal and external customers.
• Process customer enquiries, concerns and service requests in line with established procedures.
• Maintain accurate customer, contact and monitored-service information.
• Work closely with Monitoring Operations, Customer Service, Service Delivery, Sales and Technicians.
• Meet required service levels, quality standards and performance targets.
• Follow established Standard Work, procedures and work instructions.
• Identify and report customer or process issues.
• Contribute to improvements that make our processes more efficient and improve the customer experience.
• Provide support and share knowledge with other members of the team.

Location & Working Hours

• This is initially an office-based position at our Salisbury, Brisbane location, with a move to two Work from home days a week as training progresses.
• The team works rotating shifts between 7:00 am and 6:00 pm, Monday to Friday.
• Typical shifts are 7:00 am–3:00 pm and 10:00 am–6:00 pm, rotating weekly.
• Occasional Saturday work and overtime may be available, depending on operational requirements.

About You

You are a dependable and detail-focused customer service professional who enjoys working in a busy team environment. You communicate clearly, take ownership of your work and understand the importance of maintaining accurate customer information.

You will bring:

• Previous experience in customer service, administration or contact centre environment.
• Experience handling inbound and outbound customer calls.
• Strong verbal and written communication skills.
• Excellent attention to detail and a commitment to data accuracy.
• Good organisational, time-management and multitasking skills.
• The ability to prioritise requests and meet service expectations.
• Confidence using Microsoft Office and computerised customer-management systems.
• A calm, professional and customer-focused approach.
• The ability to work effectively both independently and as part of a team.
• Flexibility to work rotating shifts between 7:00 am and 6:00 pm.
• Experience in alarm monitoring, the security industry or the MASTERMIND monitoring system will be highly regarded but is not essential.
• Experience working with procedures, Standard Work or work instructions will be advantageous.
• Appropriate Australian working rights.

You must also be able to obtain and maintain:

• The relevant Queensland security advisor licence.
• A satisfactory National Police Check.
• Medical clearance through the required pre-employment medical assessment.

Benefits and Perks

• Comprehensive training and ongoing development to support your career progression
• Competitive pay and shift allowances
• 4 weeks annual leave & overtime opportunities
• Free onsite parking
• A supportive, collaborative team environment
• Access to a company discount portal across thousands of retailers, including insurance, health, and groceries
• Fitness Passport access for you and your family

We believe in diversity and inclusion and welcome applicants from different backgrounds. This includes First Nations people, people with disability, LGBTIQA+ and all cultural and language backgrounds.