Midrand, Gauteng
Permanent | Customer Service (Call Centre)
Division: Fidelity ADT
Posted: 17 April 2026
Job Summary
Fidelity ADT is hiring a Level 1 Customer Service Projects Agent to join its Contact Centre in Midrand. The role focuses on handling customer calls, resolving queries, supporting projects, and ensuring excellent service delivery.
The ideal candidate is customer-focused, solution-driven, and able to work in a fast-paced call centre environment while meeting targets and service standards.
Key Responsibilities
Customer Service & Call Handling
- Handle inbound calls and assist customers professionally
- Provide solutions to client queries and concerns
- Offer basic technical troubleshooting where required
- Ensure first-call resolution where possible
- Escalate complex issues appropriately
Project & Performance Management
- Work on assigned projects for at least 5 hours daily
- Meet Service Level Agreements (SLAs), KPIs, and targets
- Assist with overflow calls and adhoc tasks
- Work shifts, including one Saturday per month
Data & System Management
- Capture accurate customer information on systems
- Maintain and update customer records
- Record interactions for reporting and audit purposes
- Track progress using Excel and internal systems
Client Support & Retention
- Handle account queries and service requests
- Communicate with internal and external stakeholders
- Ensure customer satisfaction and retention
- Follow company processes and procedures at all times
Requirements
- Grade 12 (Matric)
- At least 6 months call centre/customer service experience (advantage)
- Own transport
- Willingness to work shifts and weekends (1 Saturday per month)
- Strong computer literacy
- Excellent telephonic communication skills
Skills Required
- Strong customer service orientation
- Communication and listening skills
- Problem-solving ability
- Attention to detail
- Conflict management skills
- Ability to work under pressure
- Teamwork and collaboration
- Time management and discipline
Application Tips
- Highlight any call centre or customer service experience
- Include experience handling calls, queries, or complaints
- Emphasise communication skills and phone etiquette
- Mention ability to work shifts and under pressure
- Show examples of problem-solving or assisting customers
- Keep your CV clear, professional, and easy to read
- Ensure your contact details are correct
- Apply as soon as possible
Important Notes
- Shift work is required, including one Saturday per month
- Own transport is required
- Strong focus on KPIs, SLAs, and performance targets
- Only shortlisted candidates will be contacted
Application Link
https://fidelityservicesgroup.simplify.hr/Vacancy/Apply/bhik7y