Technical Dispatch Agent Level 2 Job Opportunity at Fidelity ADT
Technical Dispatch Agent Level 2 Job Opportunity at Fidelity ADT – Midrand, Gauteng
Location: Midrand, Johannesburg, Gauteng, South Africa
Industry: Security and Investigations
Experience Level: Entry Level
Functional Area: Administrative
Employment Type: Full-Time
EE Status: Open to Employment Equity (EE) Candidates Only
Are you a proactive, customer-focused professional with strong organizational skills and a passion for delivering exceptional service? Fidelity ADT, a trusted leader in South Africa’s security and investigations industry, is seeking a Technical Dispatch Agent Level 2 to join our Customer Contact Centre (CCC) in Midrand, Johannesburg. This entry-level role is perfect for individuals who excel at coordinating schedules, resolving customer queries, and ensuring seamless technical operations. Reporting to the Technical Supervisor, you’ll play a vital role in dispatching technicians, managing service calls, and maintaining high standards of customer satisfaction. If you’re an Employment Equity (EE) candidate with a Grade 12 qualification and customer service experience, this is your chance to grow with a reputable organization.
About Fidelity ADT
Fidelity ADT, part of Fidelity Services Group (Pty) Ltd, is a premier provider of security solutions, offering services such as alarm monitoring, armed response, and technical support across South Africa. Our Midrand Customer Contact Centre is a hub of operational excellence, where we deliver top-tier customer service and technical coordination. We are committed to fostering an inclusive workplace that aligns with global fair practices and business ethics. As part of our transformation policy, this position is exclusively open to Employment Equity (EE) candidates, prioritizing historically disadvantaged individuals while ensuring merit-based hiring.
Job Overview
The Technical Dispatch Agent Level 2 role focuses on coordinating technical service calls, dispatching technicians, and ensuring customer satisfaction through effective communication and problem-solving. You’ll manage schedules, handle customer queries, and maintain accurate records while adhering to Fidelity ADT’s high standards. This position requires strong organizational skills, attention to detail, and the ability to thrive in a fast-paced environment. With opportunities for growth and a supportive team culture, this role is ideal for candidates eager to build a career in administrative and technical support within the security industry.
Key Responsibilities
As a Technical Dispatch Agent Level 2, you will:
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Coordinate Service Calls: Book and schedule service requests, dispatching technicians to meet customer needs and technician availability.
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Customer Communication: Follow up with customers to confirm schedules, provide updates, and ensure satisfaction after technician visits.
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Database Management: Update customer information in existing databases, ensuring accuracy and alignment with system records.
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Query Resolution: Address customer and technician queries or complaints within 48 hours, taking ownership to resolve issues effectively.
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Technical Coordination: Liaise with the Central Alarm Desk (CAD) for warranty bookings and escalate recurring issues to management via email.
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Revenue Generation: Drive technical revenue through phone marketing campaigns, targeting “Yes” reply lists to promote services.
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Quality Assurance: Meet daily Quality Assessment targets, delivering professional, grammatically correct responses to customers.
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Problem-Solving: Analyze problems, develop logical solutions, and execute appropriate actions promptly.
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After-Hours Support: Coordinate after-hours calls for standby technicians, working with the standby supervisor as needed.
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Compliance: Adhere to standard operating procedures, disciplinary codes, and CCC house rules to maintain a professional environment.
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Team Collaboration: Attend meetings, training sessions, and perform ad-hoc duties to support team and company objectives.
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Workspace Maintenance: Keep your workstation organized and adhere to policies on communication system usage.
This role demands a customer-centric approach, excellent communication skills, and a commitment to operational excellence.
Minimum Requirements
To qualify for the Technical Dispatch Agent Level 2 position, candidates must meet the following criteria:
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Grade 12 Qualification: A high school diploma or equivalent is required.
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Customer Service Experience: Proven experience in delivering high-quality customer service in a professional setting.
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Computer Literacy: Proficiency in MS Office (Word, Excel, Outlook), Listener, and internet applications.
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EE Status: This position is open exclusively to Employment Equity (EE) candidates, in line with our transformation policy.
Preferred Qualifications and Experience:
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Call centre experience is highly desirable.
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Knowledge of security system user operations is an advantage.
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Experience in continuous improvement processes is a plus.
Core Competencies and Personal Attributes
We are looking for candidates who demonstrate:
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Customer Focus: Prioritize customer needs, handling diverse behaviors with respect and professionalism.
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Communication Skills: Exhibit strong verbal and written communication in English and Afrikaans, with excellent telephone etiquette.
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Organizational Ability: Effectively organize, prioritize, and coordinate tasks to meet deadlines.
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Problem-Solving: Analyze issues, develop logical solutions, and execute actions promptly.
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Attention to Detail: Ensure accuracy in scheduling, data entry, and customer interactions.
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Stress Tolerance: Thrive in a high-pressure environment while maintaining composure and accuracy.
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Punctuality: Adhere to shift rosters and maintain excellent timekeeping.
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Teamwork: Collaborate effectively with colleagues to achieve team and company goals.
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Motivation: Show initiative and a results-driven mindset to meet targets.
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Technical Knowledge: Basic understanding of security system operations to assist customers and technicians.
These qualities align with Fidelity ADT’s commitment to delivering exceptional service and operational efficiency.
Why Join Fidelity ADT?
Career Growth
Fidelity ADT is dedicated to employee development, offering opportunities to enhance your skills in customer service, technical coordination, and administration. This role provides a strong foundation for career advancement within the security industry.
Inclusive Workplace
Our transformation policy prioritizes Employment Equity candidates, fostering a diverse and inclusive environment. We uphold global fair practices, ensuring all employees are valued and supported.
Dynamic Environment
Our Midrand Customer Contact Centre is a fast-paced, collaborative hub equipped with modern technology. You’ll work with a dedicated team, contributing to the success of our technical services and customer satisfaction.
Application Process
To apply, submit your CV and supporting documents via our official career portal at www.fidelity-services.com. Highlight your customer service experience, organizational skills, and computer literacy in your application.
Important Notes:
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This position is open only to Employment Equity (EE) candidates.
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Only shortlisted candidates will be contacted within 10 working days from the closing date. If you do not hear from us, please consider your application unsuccessful.
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Fidelity ADT reserves the right not to fill the advertised position.
For inquiries, contact our HR department through the Fidelity Services Group website.
Tips to Stand Out
To strengthen your application:
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Tailor Your CV: Highlight customer service, call centre, or scheduling experience, with examples of resolving queries or coordinating tasks.
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Showcase Communication: Emphasize your ability to communicate effectively in English and Afrikaans, especially in high-pressure situations.
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Demonstrate Problem-Solving: Provide examples of analyzing issues and implementing solutions in past roles.
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Prepare for the Interview: Be ready to discuss your experience with customer interactions, technical coordination, and meeting deadlines.
About Midrand, Gauteng
Midrand, a thriving business hub between Johannesburg and Pretoria, offers a vibrant and accessible location for professionals. Working at our Midrand Customer Contact Centre provides a dynamic environment with modern facilities, ideal for career growth in the security industry.
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Terms and Conditions
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Fidelity ADT reserves the right not to make an appointment.
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Applications are subject to qualification and background verification.
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Employees must adhere to disciplinary codes, standard operating procedures, and CCC house rules.
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The job description is a guideline, and additional reasonable duties may be assigned by management.
Join Fidelity ADT’s Midrand team and contribute to delivering exceptional technical and customer service. Apply today to secure your future in the security industry!