Call Centre Agent (Line 1) role at Fidelity Services Group in Johannesburg, Gauteng, is an excellent opportunity for individuals eager to start or grow their career in customer service within the security and investigations industry. If you have a matric certificate, computer literacy, and a passion for helping people, applying for this permanent position can set you on a career track with a reputable company known for professionalism and employee development.
Why Apply for the Fidelity Services Group Call Centre Agent Position?
This role is ideal for entry-level candidates who want hands-on experience in customer interaction and problem-solving within a call centre environment. It offers a chance to work in a growing division within the security sector—Fidelity ADT—where your contribution supports both internal and external customers via multiple communication channels such as phone, email, and face-to-face service.
Joining Fidelity Services Group means being part of an organization that:
- Prioritizes superior and timely customer service.
- Supports historically disadvantaged and black female candidates actively.
- Provides a professional environment that encourages ethical practices and continuous human capital development.
- Offers permanent employment stability with opportunities for career progression.
This job opening has a closed application window soon (closing on October 13, 2025), so immediate application is recommended.
What Does the Call Centre Agent Role Entail?
As a Call Centre Agent at Fidelity Services Group, your main purpose is to provide exceptional support to both internal teams and customers in a professional, friendly, and efficient manner. The role focuses on handling incoming calls and other forms of correspondence while delivering accurate and prompt solutions.
Key responsibilities include:
- Answering Inbound Calls: Efficiently respond to customer inquiries, providing first-line troubleshooting and assistance for technical or service-related issues.
- Handling Customer Correspondence: Process written queries from emails and website submissions, ensuring timely and clear communication.
- Updating Customer Requests: Maintain accurate records and update customer details and requests on internal systems like Listener.
- Administrative Tasks: Follow up on calls by completing paperwork, emailing involved departments, and facilitating seamless service delivery.
- Escalation Management: Take ownership of complex or escalated customer matters, ensuring timely resolution and following up to maintain customer satisfaction.
- Delivering Team Targets: Collaborate to meet team goals on service levels, quality assurance, productivity, and key performance indicators.
What Qualifications and Experience Are Required?
To excel in this position, candidates should possess:
- Educational Background: Matric certificate (Grade 12) as a minimum requirement.
- Technical Skills: Basic computer literacy to handle call centre software and communication tools.
- Customer Service Experience: Previous experience, especially in a call centre or client-facing environment, will be highly advantageous.
- Communication Abilities: Strong verbal and written communication skills to interact effectively with different stakeholders.
- Professionalism and Reliability: A positive attitude, willingness to learn, and ability to handle pressure while maintaining service quality.
The job is open exclusively to Employment Equity (EE) candidates, underlining Fidelity’s commitment to inclusivity and diversity.
What Makes Fidelity Services Group a Great Workplace?
Fidelity Services Group is not just a security company; it is a global organization that focuses on ethical business practices, human capital development, and a culture of respect. Here’s why it stands out:
- Ethical Standards: Emphasizes fairness, transparency, and integrity in all operations.
- Career Development: Invests in training and progression opportunities for employees at all levels.
- Diversity and Inclusion: Actively encourages and supports historically disadvantaged and female candidates.
- Stable Employment: Provides permanent contracts, offering more job security than many temporary roles.
- Impactful Work: Being part of a security and investigations leader means your work contributes to safety and peace of mind for clients and communities.
How to Succeed in the Call Centre Agent Role
Success in this role comes from a combination of technical skills, soft skills, and a customer-focused attitude. Agents must:
- Listen attentively to customer needs and questions.
- Communicate clearly, professionally, and empathetically.
- Manage time efficiently to balance call handling with administrative tasks.
- Remain calm and problem-solve under pressure.
- Take initiative to follow through on unresolved matters with ownership and persistence.
Application Process and What to Expect
Interested candidates should apply before October 13, 2025, through Fidelity Services Group’s career channels. The company reserves the right not to make any appointments from the advertised position and prioritizes internal candidates where possible. Applicants who are not contacted within 10 working days after the closing date should consider their applications unsuccessful.
Preparing for the application can be improved by:
- Updating your CV to highlight any customer service experience.
- Emphasizing communication skills and computer proficiency.
- Showing enthusiasm for the role and willingness to learn.
Apply here for call centre agent job vacancy
Frequently Asked Questions (FAQs)
Q: Is this a full-time or part-time role?
A: The Call Centre Agent position is permanent and full-time.
Q: Can someone without previous call centre experience apply?
A: While customer service experience is preferred, entry-level applicants with relevant skills and motivation may be considered.
Q: What shifts are required?
A: Shift details are typically communicated during the hiring process and may include varying hours depending on operational needs.
Q: Is this role exclusive to any group of candidates?
A: Yes, this position is open only to Employment Equity (EE) candidates, focusing on fairness and diversity.
Q: What type of training will be provided?
A: Fidelity Services Group offers training in customer relations, systems, and company-specific procedures to equip new hires for success.
Starting a career as a Call Centre Agent at Fidelity Services Group means joining a respected, ethical company with a solid foundation and clear values. For motivated, communicative, and customer-oriented individuals, this role provides an excellent pathway to develop professional skills, gain experience, and grow within the security sector.
Apply promptly to take advantage of this excellent opportunity in Johannesburg, Gauteng, and position yourself for a fulfilling customer service career. Your future in customer service begins here.
