Fidelity Services Group: Call Centre Technical Dispatch Agent Level 2
Company: Fidelity Services Group
Division: Fidelity ADT
Location: Midrand, Gauteng
Position Type: Permanent
Experience Level: Entry-Level
Closing Date: 10 October 2025
Industry: Security and Investigations
Department: Customer Contact Centre (CCC)
EE Status: Only open to Employment Equity candidates
Introduction
Fidelity Services Group, one of South Africa’s largest and most trusted providers of integrated security solutions, is looking for Technical Dispatch Agents (Level 2) to join their Customer Contact Centre team based in Midrand, Johannesburg.
This is an excellent opportunity for individuals who are passionate about customer service, enjoy working in a fast-paced environment, and want to be part of a leading brand in the security and technology industry. As a Technical Dispatch Agent, you’ll play a crucial role in ensuring that customer service requests are efficiently scheduled, dispatched, and followed up — helping to maintain Fidelity ADT’s promise of quality and reliability.
About the Role
The main purpose of this position is to coordinate and manage service requests by scheduling technicians, dispatching them to client sites, and ensuring customer satisfaction through excellent communication and organizational skills.
As a Call Centre Technical Dispatch Agent, you will act as the link between customers, technical teams, and management. You will handle incoming calls, manage appointments, update systems, and ensure all service calls are completed effectively and on time. This role requires a combination of administrative accuracy, customer empathy, and the ability to perform well under pressure.
Qualifications and Experience
Candidates applying for this role must meet the following requirements:
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Education: Grade 12 (Matric) or equivalent.
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Experience: Previous customer service or call centre experience is an advantage.
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Scheduling/Coordination: Experience in scheduling or coordinating technician appointments will be highly beneficial.
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Continuous Improvement: Experience or exposure to process improvement is preferred.
Required Skills and Attributes
To succeed in this role, applicants should demonstrate:
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Strong computer literacy (MS Office, Outlook, Internet, and Listener).
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Good understanding of security systems and technical terminology.
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Excellent verbal and written communication skills in English (Afrikaans is an advantage).
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Professional demeanor and customer-centric attitude.
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High attention to detail and accuracy when entering data or updating systems.
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Strong problem-solving abilities and sound judgment when handling customer queries.
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Ability to work well under pressure in a busy call centre environment.
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Time management and punctuality are essential.
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Positive attitude, adaptability, and willingness to learn.
Key Responsibilities
As a Technical Dispatch Agent (Level 2), your main duties will include:
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Scheduling and Dispatching Technicians: Coordinate and allocate service calls to field technicians efficiently, ensuring all appointments are booked accurately and on time.
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Customer Communication: Follow up with clients to confirm bookings, update them on technician arrivals, and ensure service satisfaction.
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Administrative Accuracy: Enter, maintain, and verify all data related to service calls in the system.
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Problem Resolution: Address customer complaints or technical queries promptly, escalating where necessary.
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Reporting: Inform supervisors and managers of any recurring issues or system irregularities.
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Team Collaboration: Work closely with other agents, technicians, and supervisors to ensure smooth daily operations.
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Quality Control: Maintain Fidelity’s standards of professionalism and customer service excellence.
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Follow-ups: Contact customers before and after technician visits to ensure service quality and client satisfaction.
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Record Management: Keep detailed records of appointments, rebookings, and completed services.
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After-hours Coordination: Assist with after-hours service calls when required, ensuring smooth technician standby management.
Performance Expectations
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Adhere to company policies, procedures, and disciplinary codes at all times.
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Meet or exceed daily quality targets and performance metrics.
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Uphold Fidelity ADT’s core values of professionalism, integrity, and customer focus.
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Participate in meetings and training sessions to stay updated with new processes and systems.
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Keep your workstation organized and maintain confidentiality in all interactions.
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Ensure timely communication with both customers and colleagues to avoid service delays.
Personal Competencies
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Strong communication and listening skills.
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Empathy and patience when dealing with customer concerns.
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Ability to remain calm under pressure and make sound decisions.
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Organized and detail-oriented, capable of managing multiple tasks efficiently.
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Self-motivated and able to work both independently and as part of a team.
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Demonstrates a positive and proactive attitude towards work and customer satisfaction.
How to Apply
If you meet the above requirements and are eager to begin or grow your career in customer service and technical coordination, apply before 10 October 2025.
Prepare your updated CV, copy of your ID, and relevant certificates, then visit the Fidelity Services Group Careers Page or apply via the official job listing for:
Call Centre Technical Dispatch Agent Level 2 – Midrand, Gauteng
Why Join Fidelity ADT?
Working at Fidelity Services Group means being part of a trusted brand that values professionalism, teamwork, and continuous growth. You’ll gain exposure to cutting-edge security technologies, learn from experienced supervisors, and develop valuable administrative and customer service skills.
If you are passionate about service excellence, enjoy solving problems, and want to work in an environment where your contributions matter — this position offers the ideal opportunity to build your future with South Africa’s most respected security group.