Job Details

Division Fidelity ADT

Business Unit FADT - Gauteng

Minimum experience Entry Level

Company primary industry Security and Investigations

Job functional area Customer Service

Job Description

MAIN PURPOSE OF JOB:

The ideal candidate will be responsible for managing and responding to customer inquiries and requests through the Whatsapp platform. This role requires strong communication skills, attention to detail, and the ability to think quickly.

QUALIFICATION & EXPERIENCE:

Grade 12 (Matric)
Grade C PSIRA Registered
Comes from security industry

Responsibilities and duties:

Administration

Monitor and action emergency and non-emergency signals
Phoning of the Premises/ Clients/ Key holders
Recording all relevant information into the activations by means of computer
Record and report all incidents and accidents to the senior on duty
Ensure all relevant administrative work and handled signals are completed
Monitoring and action of vehicle violations
Updating of timesheets

COMPUTERS AND EQUIPMENT MANAGEMENT

Report any faults to the appropriate authority on duty
Not abuse the use of company telephones for private telephone calls
Effective use and compliance of safety and zero harm standards

CLIENT LIAISON

Telephonic assistance with any problems or complaints
Updating of client information i.e. holiday instructions/other client information to be given to Monitoring Associate IV/V
Reporting of any faulty alarm systems through the appropriate channel(s)
Sales leads to be recorded and reported through the appropriate channel(s)
Assist with all incidents and requests on dedicated LSS areas paying clients and none-clients.
Book on duty in designated WhatsApp groups to inform clients and CPF members of Fidelity-ADT's presence.
Monitor community groups for emergency requests, ensuring prompt dispatch of response vehicles.

STANDARD OPERATING PROCEDURES

Standing Operating Procedures must be upheld
Meeting and keeping on agreed upon service level and performance targets
High standard of service must be upheld
Ensure that the disciplinary code is always adhered to.
Ensure compliance at all times.
Ensure that the company values are always upheld.

COMPETENCIES

Stress Tolerance
Initiating Action
Continuous Learning
Quality Orientation
Compliance
Tenacity
Conflict Management

SKILLS

Computer literacy (word, Excel, Outlook, Presentations)
Telephone etiquette
Client Liaison
Fluency in English
Assisting with other ad-hoc tasks and projects as and when required

We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team. Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.

Apply