Customer Service Agent Level 1 X5 Opportunity at Fidelity Services Group Midrand

Fidelity Services Group is looking for five Customer Service Agent Level 1 employees to join its Fidelity ADT team in Midrand, Gauteng. This permanent opportunity is suited to customer-focused individuals who communicate confidently, remain calm under pressure and enjoy finding practical solutions to customer queries. The successful candidates will work within the Fidelity ADT Customer Contact Centre and provide support to internal and external customers through various communication channels. If you have strong call centre skills, are comfortable working with computer systems and are committed to delivering excellent service, this opportunity could be a valuable step in your career.

The Customer Service Agent will play an important role in maintaining high service standards and meeting the Contact Centre’s service level targets. The position involves receiving calls, assisting customers with queries, providing basic technical support and ensuring that customer information is accurately captured and maintained. The role also requires candidates to work according to scheduled shifts and follow established company procedures and quality assurance standards.

Key Responsibilities

• Provide superior customer service to internal and external customers across all applicable contact channels.
• Receive incoming calls and assist customers on a first-available-consultant basis.
• Transfer calls to the appropriate departments when required.
• Receive and action alarm-related calls, including cancellation signals.
• Handle emergency calls according to established procedures.
• Provide basic technical assistance and troubleshooting to customers.
• Confirm client and technical signals accurately.
• Communicate effectively with internal and external customers.
• Load temporary and holiday instructions on the relevant systems.
• Record and distribute sales leads to the appropriate branches.
• Assist with customer account queries.
• Verify customer information on the Listener system.
• Maintain and update customer information accurately.
• Action customer requests on Listener and ensure records remain current.
• Aim for first-time contact resolution wherever possible.
• Offer practical solutions to customer concerns and technical queries.
• Escalate customer issues and complaints through the correct business processes.
• Take ownership of escalated queries and follow up to ensure resolution.
• Record all customer interactions accurately on applicable systems.
• Maintain schedule adherence and remain logged into required Fidelity ADT systems for the full shift.
• Report system faults to the supervisor or Call Centre Manager.
• Maintain accurate statistics and records.
• Support customer retention activities.
• Delegate queries and complaints to the appropriate departments.
• Stay informed about changes and additions to the company’s knowledge base.
• Follow all Standard Operating Procedures and company policies.
• Adhere to Quality Assurance initiatives and service standards.
• Maintain the company’s Code of Conduct in all customer and colleague interactions.
• Continuously support improvements to key performance areas and service delivery.
• Remain punctual, reliable and available for scheduled Customer Contact Centre shifts.

Requirements and Skills

• Grade 12 or relevant qualification.
• Six months of call centre customer service experience is required.
• Customer service experience in a call centre environment will be advantageous.
• Computer literacy is essential.
• Working knowledge of MS Word, Excel, Outlook and Listener is advantageous.
• Own reliable transport.
• Willingness to work shifts according to Contact Centre operational requirements.
• Excellent telephonic communication skills.
• Good understanding of company systems and processes.
• Clear, professional and confident communication style.
• Ability to remain unbiased and diplomatic when handling customer matters.
• Positive attitude and strong customer service focus.
• Bilingual communication ability.
• Ability to work effectively as part of a team.
• Self-motivated and proactive approach.
• High tolerance for stress.
• Conflict management and debriefing skills.
• Strong attention to detail.
• Ability to report information accurately.
• Sound basic decision-making skills.
• Ability to work proactively and find efficient solutions.
• Patience and good listening skills.
• Strong interpersonal and relationship-building abilities.
• Willingness to learn and improve continuously.
• Adaptability and accuracy.
• Professional and disciplined approach to work.
• Ability to remain calm and confident when dealing with difficult situations.
• Strong sense of responsibility and compliance with procedures.

The ideal Customer Service Agent should be customer focused, solution driven and committed to protecting the professional image of Fidelity Services Group. You will need to balance speed and accuracy while handling multiple customer interactions throughout your shift. Strong listening skills, patience and the ability to remain diplomatic can help you resolve customer issues effectively. The role also requires someone who can work independently while cooperating with colleagues and other departments to ensure customers receive the right support.

This permanent Customer Service Agent Level 1 opportunity offers the chance to build experience within the security and investigations industry while developing valuable customer service, technical support and contact centre skills. Fidelity Services Group supports continuous employee development and promotes professional and ethical business practices. Preference may be given to existing employees based on merit, while Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in line with the company’s transformation policy.

Applications close on 31 August 2026. Fidelity Services Group reserves the right not to make an appointment to the advertised positions. Applicants who are not contacted within 10 working days after the closing date should consider their applications unsuccessful.

Apply here