Call Centre Technical Dispatch Agent Level 2 – Fidelity Services Group (Fidelity ADT)

Location: Midrand, Gauteng
Posted: 03 October 2025 | ⏰ Closing Date: 10 October 2025
Contract Type: Permanent
Employment Equity: Only open to EE candidates

About the Company

Fidelity Services Group, one of South Africa’s largest and most trusted names in security and investigations, continues to expand its operations and deliver exceptional service to clients across the country. The Fidelity ADT division is now looking for a passionate and organized Call Centre Technical Dispatch Agent (Level 2) to join its Customer Contact Centre team based in Midrand, Johannesburg.

If you have a strong customer service background, excellent communication skills, and the ability to work under pressure while coordinating multiple tasks, this opportunity could be the perfect fit for you.

Purpose of the Role

The Technical Dispatch Agent Level 2 is responsible for managing incoming service requests, scheduling and dispatching technicians, coordinating daily appointments, and ensuring that all customer service queries are resolved quickly and professionally. This role plays a key part in maintaining customer satisfaction, supporting the technical operations team, and helping the company deliver on its promise of safety, reliability, and excellence.

Minimum Requirements

To qualify for this role, candidates must meet the following requirements:

• Grade 12 / Matric certificate (compulsory)

• Experience in customer service or call centre environment (essential)

• Experience in scheduling and coordinating appointments

• Knowledge of security systems (advantageous)

• Continuous improvement or administrative experience is a plus

Skills & Attributes Needed

To succeed in this role, the ideal candidate must possess the following skills and attributes:

• Computer literacy (MS Office, Outlook, Internet, and internal systems like Listener)

• Strong organizational and time management skills

• Ability to work under pressure and meet strict deadlines

• Excellent verbal and written communication skills in English (Afrikaans is a plus)

• Strong customer service orientation with the ability to handle difficult clients professionally

• Attention to detail and ability to work accurately

• High level of punctuality, discipline, and accountability

• Strong problem-solving skills and ability to make quick decisions

• Team player who can collaborate effectively with colleagues and management

Key Responsibilities

As a Technical Dispatch Agent Level 2, your day-to-day duties will include:

• Booking and scheduling technical service calls efficiently

• Dispatching and coordinating technicians based on schedules and availability

• Ensuring customers are informed of appointment times and follow-ups

• Managing and updating all daily service call records

• Handling incoming calls and providing accurate, courteous, and professional responses

• Recording and updating customer details on the system

• Following up on queries and complaints to ensure resolution within 48 hours

• Liaising with the technical team and management to address issues or delays

• Conducting after-service follow-ups to ensure customer satisfaction

• Coordinating after-hours or standby technician calls when necessary

• Supporting sales and marketing initiatives through phone campaigns

• Meeting daily quality targets and maintaining high service standards

• Ensuring Standard Operating Procedures (SOPs) are followed

• Maintaining a neat and professional work environment

What Fidelity Offers

By joining Fidelity Services Group, you will become part of a reputable brand that values integrity, professionalism, and service excellence. You’ll enjoy:

• A stable, permanent position in a leading security company

• A supportive work environment focused on growth and teamwork

• Opportunities for career advancement and skills development

• The chance to contribute to South Africa’s safety and security industry

Application Information

• Location: Midrand, Gauteng

• Division: Fidelity ADT – Customer Contact Centre

• Position: Call Centre Technical Dispatch Agent Level 2

• Type: Permanent | Level: Entry-Level

• Closing Date: 10 October 2025

✅ How to Apply:
Submit your detailed CV and supporting documents via the Fidelity Services Group careers portal before the closing date. Only shortlisted candidates will be contacted.

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