Fidelity Services Group Call Centre Agents 2025
Listing Reference: Not specified
Listing Status: Open
Position Summary
Company: Fidelity Services Group
Industry: Private Security & Customer Service
Job Category: Call Centre / Customer Support
Location: South Africa (Multiple Locations)
Contract Type: Permanent
Remuneration: Market-related
Location : Midrand, South Africa
Closing date: 30 June 2025
Introduction
Fidelity Services Group Call Centre Agents 2025 Fidelity Services Group, a trusted name in South Africa’s private security and integrated services industry, is actively seeking passionate, skilled, and customer-focused individuals to join its dynamic team as Call Centre Agents. This opportunity is ideal for energetic professionals who thrive in fast-paced environments, enjoy resolving customer queries, and are committed to delivering superior service through every interaction.
As a Call Centre Agent at Fidelity, you’ll play a pivotal role in representing the company’s brand through meaningful customer engagements. Your ability to communicate clearly, handle multiple tasks, and resolve queries efficiently will make you an essential part of our customer service excellence strategy. Fidelity continues to invest in its people, technology, and innovation – and this position is your gateway into a career built on growth, trust, and performance.
Job Description
The primary responsibility of the Call Centre Agent is to provide high-quality service to clients by managing inbound and outbound calls, resolving issues effectively, and ensuring a seamless customer journey. As a key member of the Fidelity Services Group’s call centre team, your role will include the following:
- Answer high volumes of inbound and outbound calls promptly and professionally
- Engage clients in clear and concise communication to understand and address their queries or complaints
- Provide support and guidance to clients using the Umsuka App, helping them navigate the platform
- Promote Umsuka products and facilitate telephonic application submissions
- Offer solutions to clients’ technical or service-related problems with patience and empathy
- Log customer interactions accurately using the CRM system and ensure all queries are tracked
- Escalate unresolved issues to the relevant departments in a timely manner
- Take detailed messages and direct them to the appropriate personnel
- Work collaboratively with other team members to achieve customer satisfaction goals
Requirements
To be successful in this role, candidates must meet the minimum requirements listed below. These qualifications ensure you can effectively engage customers and represent the Fidelity brand with professionalism and confidence.
- Grade 12 / National Senior Certificate
- Strong command of English – verbal and written
- Proven experience in customer service or call centre environments (advantageous)
- Familiarity with CRM software and Microsoft Office tools (Excel, Word, Outlook)
- Ability to multitask, prioritize and manage time effectively
- Flexibility to work shifts, including evenings, weekends, and public holidays
- A positive attitude and a passion for helping customers
- Clear criminal record and eligibility to work in South Africa
Role Responsibility
The Call Centre Agent will be accountable for delivering a consistent, courteous, and proactive service experience to every caller. The duties include:
- Listening attentively to customer concerns and demonstrating empathy
- Capturing and updating customer data on internal systems
- Following up with clients to ensure resolution and satisfaction
- Providing product and service information, while promoting Fidelity’s offerings
- Troubleshooting and assisting with technical issues related to Umsuka services and the mobile application
- De-escalating tense situations and ensuring customer confidence is restored
- Achieving daily and weekly performance targets as set by supervisors
Skills & Attributes
Fidelity Services Group is looking for individuals who bring both technical and interpersonal capabilities to the role. The ideal candidate must possess the following:
- Excellent Communication Skills: Clear and persuasive communicator who can simplify complex information
- Empathy and Patience: Ability to connect with customers, especially when dealing with challenging queries
- Problem-Solving: Quick thinker with strong analytical skills to resolve issues efficiently
- Attention to Detail: Accurate record-keeping and the ability to follow procedures without error
- Resilience: Comfortable working under pressure in high-volume environments
- Technical Proficiency: Competent with CRM tools and confident in assisting with app navigation
- Sales Orientation: Ability to identify customer needs and upsell appropriate products
Why Join Fidelity Services Group?
Fidelity Services Group is one of the leading security solutions providers in South Africa. As an employer, the company promotes professional development, diversity, and a culture of excellence. Employees are empowered to grow and thrive through structured training, mentoring, and advancement opportunities.
Benefits of working at Fidelity include:
- A stable and reputable employer with national presence
- Career progression within a growing company
- On-the-job training and performance coaching
- Supportive team culture and leadership
- Competitive remuneration aligned with market standards
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How to Apply
If you’re ready to launch your career in customer service or take your existing call centre experience to the next level, Fidelity Services Group wants to hear from you. To apply, ensure you have the following documents ready:
- Updated CV
- Certified copy of your ID
- Certified copy of your Matric certificate
- Proof of residence
- Contactable references
Applications can be submitted online through the official Fidelity Services Group careers portal or via email where applicable. Ensure all documents are legible and submitted before the closing date. Shortlisted candidates will be contacted for an assessment and interview.