Collections and Retention Operator

Johnson Controls

Location: Rydalmere

Job Type: Full time


Job Details

The Company

ADT Security are a division of Johnson Controls and we are a Global diversified technology and multi-industrial leader serving a wide range of customers in more than 150 countries. Our 135,000 employees create intelligent buildings, efficient energy solutions, integrated infrastructure and next-generation transportation systems that work seamlessly together to deliver on the promise of smart cities and communities. Our commitment to sustainability dates back to our roots in 1885, with the invention of the first electric room thermostat. We are committed to helping our customers win and creating greater value for all of our stakeholders through a strategic focus on our buildings and energy growth platforms. ADT is primarily focused on providing our customers with security, keeping people safe in their homes and businesses. ADT also has a medical division which provides medical alarms to our customers.

The role:

Includes but is not limited to:

  • Making and receiving high volume outbound/inbound calls
  • Build rapport and trust with customers
  • Conduct investigations to resolve customer issues
  • Negotiating payment solutions to suit our customers’ circumstances and their level of debt
  • High-level problem solving and objection handling
  • Positive, resilient attitude
  • Cross functional engagement within internal divisions within the business to ensure excellent customer service
  • Other ad hoc tasks as requested by management
  • General office administrative duties as required
  • Work well individually and in a team
  • Role is part of the ADT Retentions Team with opportunity for movement and advancement

Knowledge and experience:

  • Able to handle objections and customer complaints
  • Good knowledge of the Australia/New Zealand market
  • Previous inbound and outbound fast-paced call centre experience
  • A high level of computer literacy skills – Microsoft Office
  • An exceptional customer experience each and every time
  • The capacity to learn new skills, product and technical knowledge
  • Able to work under pressure and meet deadlines
  • Excellent time management skills
  • Good clear verbal and written communications and negotiation skills
  • High level attention to detail and organisational skills


  • Supportive team environment
  • Extensive training on and off the field
  • Permanent Opportunity - Base + Super + Bonus!

JCI’s Diversity & Inclusion

Our dedication to diversity and inclusion starts with our values. We lead with integrity and purpose, focusing on the future and aligning with our customers’ vision for success. Our High-Performance Culture ensures that we have the best talent that is highly engaged and eager to innovate. ​​​​​​ Our D&I mission elevates each employee’s responsibility to contribute to our culture. It’s through these contributions that we’ll drive the mindsets and behaviors we need to power our customers’ missions. You have the power. You have the voice. You have the culture in your hands. 

You’ve got this!