Company: Fidelity Services Group
Division: Fidelity ADT
Business Unit: FADT – Gauteng
Job Title: Customer Service Agent Level 1
Location: Midrand, Gauteng, South Africa
Employment Type: Permanent
Positions Available: 5
Experience Level: Entry Level
Industry: Security and Investigations
Posted: 24 August 2026
Closing Date: 31 August 2026
Customer Service Agent Job Opportunity
Fidelity Services Group is inviting suitably qualified and customer-focused candidates to apply for five Customer Service Agent Level 1 positions within Fidelity ADT’s Gauteng business unit in Midrand.
This opportunity is suited to individuals who enjoy assisting people, solving problems and working in a fast-paced customer contact centre environment. Successful candidates will become an important point of contact between Fidelity ADT and its clients, providing professional assistance across different communication channels while ensuring that customer queries are handled accurately and efficiently.
The role requires candidates who can remain calm under pressure, communicate clearly and take ownership of customer concerns from the initial interaction through to resolution or appropriate escalation.
About the Role
The primary responsibility of the Customer Service Agent is to deliver a consistently high standard of service to both internal and external customers. Agents will handle incoming customer interactions, assist with queries, provide basic technical guidance and ensure that relevant information is correctly captured on company systems.
Because Fidelity ADT operates in the security industry, customer interactions may include alarm-related calls, emergency communications, technical concerns, account queries and requests relating to customer information. Candidates therefore need to be attentive, responsible and capable of following established procedures.
The successful applicants will also be expected to meet customer service and productivity targets, maintain good schedule adherence and contribute to first-contact resolution wherever possible.
Key Responsibilities
Your duties will include, among others:
- Answering incoming customer calls and directing customers to the appropriate department when necessary.
- Assisting clients with queries and providing practical solutions within the scope of the position.
- Handling alarm-related calls, including cancellation signals and emergency-related communications.
- Providing basic technical assistance and troubleshooting support to customers.
- Confirming client and technical signals where required.
- Recording customer interactions and maintaining accurate information on the relevant systems.
- Updating customer requests and information on the Listener system.
- Loading temporary or holiday instructions according to established procedures.
- Handling account-related enquiries and verifying customer information.
- Identifying and distributing potential sales leads to the relevant branches.
- Managing customer complaints and referring matters to the appropriate departments.
- Following up on escalated customer issues to help ensure that they are resolved.
- Reporting system faults to the appropriate supervisor or Call Centre Manager.
- Maintaining accurate statistics and records.
- Following company policies, procedures, Standard Operating Procedures and the Code of Conduct.
- Participating in quality assurance initiatives and maintaining required service standards.
- Keeping up to date with changes to company systems, processes and knowledge resources.
- Supporting customer retention through professional and solution-focused service.
Minimum Requirements
Candidates applying for this position should meet the following requirements:
- Matric or a relevant qualification.
- At least six months of call centre customer service experience is required.
- Previous customer service experience within a call centre environment will be advantageous.
- Computer literacy is essential.
- Working knowledge of MS Word, Excel and Outlook is required.
- Familiarity with company systems and processes will be beneficial.
- Own transport is required.
- Applicants must be willing and able to work shifts according to the operational requirements of the Customer Contact Centre.
- Bilingual communication ability is required.
Skills and Competencies
Fidelity Services Group is looking for candidates who can demonstrate excellent telephone communication and interpersonal skills. You should be able to communicate professionally with customers, listen carefully to their concerns and provide accurate information.
The ideal candidate should also be:
- Customer-focused and solution-oriented.
- Professional and well-spoken.
- Patient and diplomatic when dealing with difficult situations.
- Able to remain composed in a high-pressure environment.
- Accurate and attentive to detail.
- Comfortable working with computer systems.
- Proactive and self-motivated.
- Able to make basic decisions within established procedures.
- A reliable team player.
- Adaptable to changing operational requirements.
- Confident when communicating with customers and colleagues.
- Capable of handling conflict appropriately.
- Committed to continuous personal and professional development.
Working Environment
This is a Customer Contact Centre position, meaning applicants must be prepared to work the required Fidelity ADT Customer Contact Centre hours and days. Punctuality, consistent attendance and adherence to scheduled working hours are essential.
The successful candidates will need to maintain a professional attitude throughout their shifts while handling multiple customer interactions and accurately recording information. The ability to balance speed, accuracy and customer care will be important in achieving the required service-level and productivity targets.
Who Should Apply?
This vacancy is particularly suitable for candidates with Matric and recent call centre or customer service experience who are looking to develop their careers within a large security services organisation.
If you are a confident communicator who enjoys helping customers, can work effectively under pressure and are comfortable working shifts, this could be an opportunity to join the Fidelity ADT team in Gauteng.
How to Apply
Interested and suitably qualified candidates are encouraged to submit their CV for consideration before the closing date.
Job Title: Customer Service Agent Level 1 x5
Company: Fidelity Services Group / Fidelity ADT
Location: Midrand, Gauteng
Employment Type: Permanent
Closing Date: 31 August 2026
Reference: Customer Service Agent Level 1 x5
Fidelity Services Group reserves the right not to make an appointment. Preference may be given to internal candidates, subject to the applicable selection criteria and merit. Historically disadvantaged candidates and Black female candidates are encouraged to apply in line with the company’s transformation objectives.
Important: Applicants who are not contacted within 10 working days after the closing date should consider their application unsuccessful.