Call Centre Agent Vacancy At Fidelity Services Group

Are you passionate about delivering exceptional customer service and looking for an exciting career in the security industry? Fidelity Services Group is offering a Call Centre Agent Vacancy for the role of a Technical Dispatch Agent Level 2. This position is based in Midrand, Gauteng, and offers an exciting opportunity for those who are ready to take on new challenges and contribute to a leading company in the security and investigations sector.

Call Centre Agent Vacancy Overview

Job Title: Call Centre Technical Dispatch Agent Level 2
Location: Midrand, Gauteng
Employment Type: Permanent
Posted: 27 June 2025
Closing Date: 04 July 2025

Overview of Fidelity Services Group

Fidelity Services Group is a trusted name in the South African security and investigations industry. With over a century of experience, the company has built a solid reputation for reliability and expertise. As a result, Fidelity offers a wide range of services designed to meet the security needs of both businesses and homes. Whether you’re looking for security solutions for a large corporation or a residential property, Fidelity’s comprehensive offerings are tailored to fit every requirement.

In addition to its impressive service range, Fidelity’s customer-centric approach ensures that clients receive top-tier service. This commitment to quality is reflected in the company’s efforts to continually improve its offerings to adapt to the ever-changing security landscape. Moreover, Fidelity places a strong emphasis on employee satisfaction, recognizing and rewarding the dedication and hard work of its staff.

Key Responsibilities

As a Technical Dispatch Agent Level 2, your primary focus will be coordinating service requests, scheduling appointments, and dispatching technicians to attend to service calls. The goal is to ensure timely, effective, and quality service for Fidelity’s customers while maintaining high standards of professionalism.

Here’s a detailed look at your core responsibilities:

Service Call Scheduling & Coordination: You will schedule service calls, dispatch technicians promptly, and follow up with customers to ensure their satisfaction with the service.
Customer Interaction: A key part of your role involves engaging with customers to ensure all service requirements are met. You will also update customer records and communicate with both internal and external parties about any changes or issues.
Problem Solving & Issue Resolution: You must quickly identify issues or discrepancies and resolve them effectively. This includes managing irate customers and turning difficult situations into positive outcomes.
Team Collaboration: Collaborating with other teams, including technicians and management, will be essential to ensure efficient handling of all service calls. You will also assist with ad-hoc duties and coordinate with other departments as needed.
Feedback & Reporting: After the technician visit, you will follow up with customers to gather feedback, report ongoing issues, and ensure all appointments are completed as scheduled.
Maintaining Records: You will update databases and service records to ensure accurate customer information is always available for future service requests.
Quality Management: You’ll contribute to improving service quality by identifying areas for improvement and ensuring that targets and quality assessments are consistently met.

Key Requirements & Qualifications

To be successful in this role, you will need to possess specific qualifications and skills. Here’s a breakdown of the key qualifications required for the Call Centre Technical Dispatch Agent Level 2 role:

Educational Requirements:
- Grade 12 (Matric) is a must.
Experience:
- Previous customer service experience is essential. If you have call centre experience, it will be beneficial.
Skills & Attributes:
- Computer Literacy: You should be comfortable with MS Office applications, Outlook, and internet usage. Familiarity with systems like Listener and Outlook is an added advantage.
- Knowledge of Security Systems: An understanding of how security systems operate will be highly advantageous, given the nature of Fidelity’s services.
- Verbal & Written Communication Skills: You need to be proficient in both English and Afrikaans to effectively communicate with customers and colleagues.
- Time Management: The ability to handle multiple tasks, prioritize, and meet deadlines is crucial in this fast-paced role.
- Customer-Centric: You must always put the customer first, ensuring that their needs are met in a timely and professional manner.
- Problem-Solving: Being able to think on your feet and resolve customer issues efficiently will be key to your success.
- High Stress Tolerance: You will often have to manage high-pressure situations, and you should be comfortable working in a fast-paced environment.
- Attention to Detail: Accuracy in scheduling, reporting, and record-keeping is essential.

Working Environment

The role is based in Midrand, Gauteng, and will require you to work from the Customer Contact Centre (CCC). You will be reporting directly to the Technical Supervisor and will collaborate with various departments, including technicians and management.

Why Apply for This Job?

Working as a Technical Dispatch Agent at Fidelity Services Group offers numerous benefits:

Career Growth: Fidelity is known for promoting from within, so if you perform well, there may be plenty of opportunities to advance in your career.
Competitive Salary: In addition to an attractive salary, you will gain valuable experience in the security services industry.
Supportive Work Culture: Fidelity values its employees and fosters a supportive and inclusive work environment.
Employee Benefits: You’ll enjoy the perks of working with a large, reputable company that invests in its people.

How to Apply

Interested applicants must apply by the closing date, 04 July 2025. To apply for the Call Centre Agent Vacancy at Fidelity Services Group, make sure to submit your updated resume, including all necessary qualifications, skills, and experience.

Apply Here

Don’t miss your chance to be a part of Fidelity’s success story. Apply today and take the next step in your career!