Fidelity Services Group, South Africa’s leading security solutions provider, is seeking a dedicated Call Centre Agent to join our dynamic customer service team in Johannesburg.
This permanent position offers an exciting opportunity to deliver superior service to both internal and external customers while building a career in the fast-growing security industry.
The ideal candidate will possess excellent communication skills, basic computer literacy, and a passion for helping customers resolve their queries efficiently and professionally.
Position Overview
Location: Johannesburg
Employment Type: Permanent
Industry: Security Services
Salary: Market Related
Reference: 152148
Closing Date: 10 October 2025
As a Line 1 Call Centre Agent, you will serve as the first point of contact for customers, providing telephonic support, troubleshooting technical queries, and ensuring complete resolution of customer concerns.
This Call Centre Agent role requires a customer-centric individual who can maintain service excellence while working in a dynamic call centre environment.
Call Centre Agent Key Responsibilities
Customer Interaction and Support
- Answer inbound calls promptly and assist customers with various queries
- Offer telephonic solutions including technical troubleshooting assistance
- Respond to and resolve written correspondence and website inquiries
- Action and update customer requests accurately on the Listener system
- Take ownership of escalated queries and ensure complete resolution
- Follow up with customers to confirm satisfaction and issue resolution
Administrative Excellence
- Perform follow-up administrative duties including email communication
- Complete necessary paperwork accurately and timeously
- Liaise effectively with other departments to resolve customer issues
- Maintain detailed and accurate customer interaction records
- Update customer information and case status in the system
Team Performance and Service Delivery
- Share in delivering team service level expectations consistently
- Meet and exceed quality and productivity targets and indicators
- Contribute to maintaining team performance standards
- Participate in team meetings and training sessions
- Support colleagues in achieving collective team goals
Call Centre Agent Requirements
Essential Requirements:
- Grade 12 / Matric certificate
- Computer literacy with basic software proficiency
- Customer service experience in a call centre environment
- Excellent verbal and written communication skills
- South African citizenship or valid work permit
Preferred Competencies:
- Previous experience in security industry (advantageous)
- Technical troubleshooting capabilities
- Multitasking abilities in fast-paced environment
- Problem-solving and critical thinking skills
- Adaptability and resilience under pressure
Call Centre Agent Skills and Competencies
Communication Skills:
- Exceptional telephone etiquette and professional communication
- Clear verbal explanation and active listening abilities
- Professional email and written correspondence skills
- Ability to explain technical concepts in simple terms
- Empathetic customer interaction approach
Technical and Administrative Skills:
- Basic computer system navigation proficiency
- Data entry accuracy and attention to detail
- Understanding of customer relationship management systems
- Administrative processing and documentation skills
- Time management and prioritization capabilities
Personal Attributes:
- Customer-focused service orientation
- Patient and professional demeanour
- Team collaboration mindset
- Results-driven and target-oriented
- Adaptable to changing procedures and systems
Employment Benefits
Career Development:
- Comprehensive product and system training
- Career growth opportunities within Fidelity Services Group
- Exposure to various aspects of security services
- Skills development in customer service and technical support
- Professional work environment with established processes
Company Culture:
- Supportive team environment with experienced colleagues
- Clear performance indicators and regular feedback
- Commitment to employee development and growth
- Stable employment with industry leader
- Equal opportunity employer promoting diversity
More Job Opportunities: Quality Assurance Analyst Call Centre Jobs Pretoria
Application Information
Fidelity Services Group supports global fair practice and business ethics, with continuous development of human capital as a key resource. The company encourages applications from Historically Disadvantaged Candidates and Black Female Candidates in support of transformation goals.
Application Process:
- Only shortlisted candidates will be contacted
- Unsuccessful applicants will not be notified after submission
- Feedback provided within 10 working days from closing date for shortlisted candidates
- Comprehensive selection process including interviews and assessments
This Call Centre Agent position offers stable employment with South Africa’s leading security services provider, known for reliability and excellence in the industry. The role provides valuable customer service experience with opportunities for career advancement within the organization.
Candidates who meet the specified requirements and are passionate about delivering exceptional customer service are encouraged to apply before the closing date of 10 October 2025. This position is particularly suitable for individuals with call centre experience seeking to build a long-term career with an established industry leader in the security sector.
